Help Desk Desktop Technician (Level 1 – MSP Growth Opportunity)

Help Desk Desktop Technician (Level 1 – MSP Growth Opportunity)

Tech Support Now LLC – Hurst, TX (Onsite Only)
Full-Time | Monday–Friday (8:00 AM – 5:00 PM)
Compensation: $38,000 – $45,000 annually (based on experience)

About Tech Support Now LLC

Tech Support Now LLC is a veteran-owned Managed IT Services Provider based in Hurst, Texas. For more than 20 years, we’ve supported small and mid-sized businesses across the Dallas–Fort Worth Metroplex with responsive, secure, and relationship-driven IT services.

Our mission is simple:
Deliver WOW Through Service, take ownership of every issue, and always Listen and Understand what our clients truly need.

We believe exceptional service is built on trust, accountability, and communication — not shortcuts.
We do things right the first time because our clients depend on us.

We treat our employees like family, support their growth, and hold a high standard for performance, ownership, and follow-through.

Position Overview

We are seeking a hands-on Help Desk Desktop Technician (Level 1) to support our help desk operations and growing client base.

This is a client-facing, in-office role where you will be responsible for handling incoming requests, troubleshooting issues, and supporting real business environments — not just basic tasks.

You will work within a structured help desk environment using tools like ConnectWise Manage and Automate, while collaborating with senior technicians and learning how a high-functioning MSP operates.

This role is ideal for someone who:

• Has a solid foundation in IT support
• Wants real experience, not repetition
• Is ready to be held to a high standard and grow from it

This position is 100% onsite in Hurst, TX. Remote or hybrid work is not available.

Key Responsibilities

Service Delivery & Ticket Management

• Answer incoming calls and create accurate service tickets
• Troubleshoot and resolve end-user issues (remote and occasional onsite)
• Maintain clear, professional communication with clients
• Ensure tickets are properly categorized, documented, and updated
• Follow up on open tickets and ensure timely resolution

Technical Support

• Support Windows workstations, printers, and user environments
• Assist with Microsoft 365 (user setup, password resets, licensing, basic troubleshooting)
• Troubleshoot basic networking issues (connectivity, WiFi, IP-related issues)
• Assist with endpoint security tools (Huntress, Defender, etc.)
• Support device setup, deployment, and onboarding
• Provide basic support for macOS and Apple devices when needed

Process, Documentation & Accountability

• Follow documented procedures, checklists, and SOPs
• Maintain accurate and detailed documentation of work performed
• Escalate issues appropriately and communicate clearly with senior technicians
• Submit clear updates and maintain accountability for assigned work
• Contribute to maintaining clean, organized, and consistent ticket flow

What We’re Looking For

• 1–3 years of IT support experience (help desk, MSP, or similar)
• Basic working knowledge of:
• Windows operating systems
• Microsoft 365 environments
• Networking fundamentals (IP, DNS, WiFi troubleshooting)
• Experience supporting macOS or Apple devices is a plus (highly valued in our client environments)
• Strong verbal and written communication skills
• Comfortable speaking with clients over the phone and in person
• Ability to follow structure, processes, and documentation standards
• Strong work ethic, reliability, and attention to detail
• A team player who takes ownership and follows through

This Role Is a Great Fit If You

• Want hands-on experience in a real MSP environment
• Feel limited in your current role and want to learn more
• Take pride in solving problems and improving your skills
• Want to grow into a Level 2 role over time

Additional Requirements

• Must live in the Dallas–Fort Worth area
• Must work onsite daily (no remote or hybrid work)
• Valid driver’s license and reliable transportation
• Able to lift and move IT equipment as needed
• Must pass a background check and drug screening
• Must be legally authorized to work in the United States without current or future employer sponsorship
• Must be able to communicate clearly and professionally in English (spoken and written) in a client-facing environment
• Non-smoking, non-vaping workplace during work hours

What We Offer

• Real, hands-on MSP experience across multiple environments
• Exposure to modern tools, systems, and security platforms
• A structured, process-driven environment with clear expectations
• A team that values accountability, communication, and growth
• Opportunity to grow into higher-level technical roles

Who This Role Is NOT For

• Anyone seeking remote or hybrid work
• Candidates who need constant supervision
• Individuals who avoid structure, documentation, or accountability
• Anyone looking for a short-term or placeholder position

How to Apply

Apply through Indeed with your resume.

A brief note or cover letter explaining your experience and interest in this role is strongly encouraged.

Pay: $38,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you currently live in the Dallas–Fort Worth area and are able to work onsite in Hurst, TX Monday–Friday?
• Briefly describe your IT support experience (types of environments, tools, and responsibilities).
• What types of issues are you most comfortable troubleshooting on your own
• Have you worked in a ticketing system before? If so, which one(s)?
• How do you prioritize multiple tickets or requests coming in at the same time?
• This is a client-facing role. Are you comfortable communicating clearly and professionally in English over the phone, in person, and in writing?
• In your own words, how would you explain a technical issue to a non-technical user?
• Why are you looking for a new role right now
• What are you hoping to learn or gain in your next IT role?
• Tell us about a time you had to figure something out on your own in IT. What did you do?
• Do you have reliable transportation?

Education:

• Bachelor's (Preferred)

Experience:

• IT support experience (help desk, MSP, or similar): 1 year (Required)

License/Certification:

• driver’s license (Required)

Work Location: In person