Helpdesk - Field Support Technician

Technology Pointe, Inc. is a leader in the managed IT services industry with customers across the state. We pride ourselves on being a great place to work and providing fanatical customer service – It’s what sets us apart from other IT companies. In fact, we were voted Best Places to Work by the Austin Business Journal two years in a row.

We are looking to add a full-time, permanent, Tier I Network Helpdesk Support person at our Dallas, Texas office.

There are many aspects to this position, but in summary, you are a self-starter with technological expertise, initiative, enthusiasm, a focus on quality and details.  You strongly believe in using industry-proven solutions and can work with a sense of urgency with minimum supervision and present professional client-facing skills. 

Must have MSP experience.

What Success Looks Like:

Ensure client inquiries have a response that is within established SLAs

• Remote support and on-site client IT support at multiple locations
• Quickly identify the urgency and impact of incidents & prioritize numerous tickets.
• Troubleshoot and resolve difficult and complicated issues
• Support infrastructure migrations

Make extensive use of CRM

• Ensure all correspondence and actions are correctly documented and in a timely manner
• Create knowledge base documents to serve as job aids for handling support issues

Provide after-hours coverage as a part of the on-call rotation team

What Drives You:

• You have ambition and drive and want to be successful at this job
• You have an excellent analytical mind and can diagnose and resolve a wide variety of issues, all the while minimizing the end-user impactYou can logically troubleshoot problems and clearly present solutions
• You have the patience and attentiveness to communicate technical speak to non-technical customers.
• Teamwork isn't something you talk about, you believe it and help keep it going.

What We Can Do For You:

• A competitive salary and bonuses
• 100% paid employee benefits (medical and dental)
• Company paid HSA contribution
• 401K
• Generous vacation time
• Paid training, weekly company-paid lunch and more
• A great place to work!

Technical Skills and other Requirements:

• 2-3 years’ experience in Managed Services (Required)
• Experience working with ticketing systems – Creating and updating incidents accordingly within the ticket tracking system with detailed incident and resolution information. Categorizing incidents correctly and assessing/negotiating the urgency and impact of a reported or discovered incident. (ConnectWise preferred)
• Willingness to develop professionally, including industry certifications.
• Ability to not only be a technical lead for our clients but potentially handle account manager issues as well
• Ability to work on multiple priorities and/or projects simultaneously.

Skills Needed:

• In-Depth knowledge of Microsoft server operating systems: Windows Server 2016/2019 and Active Directory environment.
• Expert in technical troubleshooting.
• Must have excellent critical thinking skills.
• In-depth understanding of 802.11b/g/n/ac wireless systems
• In-depth understanding of networking (TCP/IP, DHCP, DNS) and routing.
• Expert in firewall configurations (SonicWall a plus)
• Excellent verbal and written communication skills.
• Must be very comfortable working with all clients via telephone or in-person.
• You have a Client-focused personality with an ability to maintain relationships and resolve client conflicts that meet both the client and Technology Pointe’s expectations.
• Detail-oriented; follow established policies and procedures.

To be considered for this position, please submit a cover letter along with your resume telling us why you are looking for a new job and why you are interested in this position.

Starting salary for this position is 40 - 45k with additional bonuses based on performance.