IT Technician I (Dallas, TX Hybrid)

<h2><strong>Job Description</strong></h2> <p>Join our team as a Technical Support Agent in a highly supportive and collaborative environment. We are seeking a motivated professional who brings strong customer service skills and a commitment to delivering an exceptional support experience. In this role, you will be responsible for providing technical assistance to external clients across a variety of computer applications and platforms, ensuring issues are handled efficiently and professionally while maintaining a high standard of service quality.</p> <h2><strong>Job Responsibilities</strong></h2> <ul> <li>Provide prompt and effective technical assistance via phone or email, ensuring customer service excellence and managing expectations.&nbsp;</li> <li>Log and manage all customer-reported issues in our ticketing system.&nbsp;</li> <li>Monitor and respond to customer inquiries, lead communication efforts, and ensure timely status updates and issue resolution.&nbsp;</li> <li>Diagnose and resolve technical issues remotely, utilizing available resources for research.&nbsp;</li> <li>Advise users on best practices and appropriate actions.&nbsp;</li> <li>Follow up with customers to ensure complete resolution of issues.&nbsp;</li> <li>Redirect or escalate problems to the appropriate internal or external resource.&nbsp;</li> <li>Identify and escalate situations that require urgent attention.&nbsp;</li> <li>Create and update client support documentation, knowledge base articles, and problem resolution records.</li> </ul> <h2><strong>Job Qualifications</strong></h2> <ul> <li>Strong verbal and written communication skills with the ability to provide excellent customer support.</li> <li>Proven customer service experience with a strong understanding of support best practices and a customer-first mindset.</li> <li>Strong analytical and problem-solving skills to troubleshoot and resolve IT-related issues efficiently, with the ability to identify root causes and implement effective solutions.</li> <li>Ability to work independently while collaborating effectively within a fast-paced team environment, demonstrating ownership and accountability for assigned work.</li> <li>Experience using help desk or ticketing systems.</li> <li>Excellent time management, organizational skills, and attention to detail.</li> <li>Positive attitude with the ability to adapt to changing priorities and work well with customers and team members in dynamic environments.</li> <li>Working knowledge of Windows operating systems and macOS environments.</li> <li>Experience supporting Active Directory, Azure Active Directory, Microsoft 365 (Office 365), and Google Workspace (G Suite).</li> <li>Familiarity with VoIP systems and related technologies.</li> <li>Basic desktop and end-user troubleshooting experience, including printers, scanners, and peripheral devices.</li> <li>Understanding of computer networking, Wi-Fi connectivity, and network-attached devices.</li> <li>Experience with HaloPSA, NinjaOne RMM, IT Glue, or Hudu is a plus.</li> <li>Experience supporting WatchGuard and SonicWALL firewalls is preferred.</li> <li>Familiarity with Ubiquiti switches and wireless access points is a plus.</li> <li>Experience with VoIP platforms such as 3CX, FreePBX, FusionPBX, Asterisk, or Freeswitch is highly desirable.</li> <li>Knowledge of cybersecurity and IT management tools such as Huntress EDR, AutoElevate, Veeam, Proofpoint, and Exclaimer is a plus.</li> <li>Industry certifications such as Network+, Security+, Server+, CCNA, MCSA, or MCSE combined with relevant experience are highly valued.</li> </ul> <h2><strong>Compensation</strong></h2> <p>Pay rate ranges from <strong>$16.27/hour up to $24.25/hour</strong> and may vary by experience and location.</p> <h2><strong>Benefits</strong></h2> <ul> <li>Medical Insurance Plan</li> <li>Dental &amp; Vision</li> <li>Life Insurance</li> <li>Disability Coverage</li> <li>Paid Time Off (starts at 15 days per year)</li> <li>Maternity/Paternity Leave</li> <li>Paid US Holiday</li> <li>Retirement Plan</li> <li>Salary Advancement/Loan</li> <li>Health &amp; Wellness Program</li> <li>Company-paid training and certification</li> <li>Supplemental Life Insurance (Employee-paid)</li> <li>Supplemental Health Plans (Employee-paid)</li> </ul>