Job Description

IT TECHNICIAN

Managed Services & Client Infrastructure Support

Position Overview

We are seeking an experienced IT Technician to provide responsive remote and onsite support to business clients throughout the greater Houston area. This role blends day-to-day help-desk service with hands-on server, network, workstation, and infrastructure work at customer locations. The ideal candidate brings broad troubleshooting ability, clear client communication, and the independence to manage technical issues from initial diagnosis through resolution.

What You’ll Own

Deliver remote and onsite technical support across a varied portfolio of small and midsized business clients.

Resolve issues involving desktops, laptops, operating systems, business applications, printers, email, and connectivity.

Install, configure, maintain, and troubleshoot Windows-based servers and the infrastructure services that support them.

Diagnose network problems involving switches, routers, firewalls, wireless access points, VPNs, and internet connections.

Support Microsoft 365 applications, user accounts, permissions, email services, and related cloud technologies.

Deploy workstations, replace hardware, install software, and complete system upgrades with minimal client disruption.

Contribute to client onboarding, office relocations, equipment installations, and planned infrastructure projects.

Administer user accounts, password resets, access permissions, and routine Active Directory functions.

Record service requests, diagnostic steps, system changes, and resolutions accurately in the ticketing platform.

Keep clients informed about issue status, expected timing, and outcomes; escalate appropriately while retaining ownership of the experience.

Follow established security and service procedures while supporting scheduled site visits and occasional overnight projects.

Required Qualifications

At least three years of professional experience in IT support, systems administration, or infrastructure services.

Hands-on background supporting end users and resolving help-desk requests in a business environment.

Experience installing and troubleshooting servers, networks, workstations, peripherals, and related IT equipment.

Working knowledge of Windows desktop and server operating systems.

Familiarity with Active Directory, Microsoft 365, TCP/IP, DNS, DHCP, VPN technologies, and wireless networking.

Ability to diagnose technical problems independently, identify practical solutions, and manage shifting priorities across multiple clients.

Strong customer-service, written communication, verbal communication, organization, and follow-through.

Valid driver’s license, reliable personal vehicle, and willingness to travel throughout greater Houston and occasionally overnight.

Preferred Qualifications

Previous experience supporting small and midsized organizations within a managed-service-provider environment.

Familiarity with remote monitoring, ticketing, technical documentation, and endpoint-security platforms.

Experience with firewalls, managed switches, virtualization, backup systems, and cloud-based services.

Relevant credentials such as CompTIA A+, Network+, Security+, Microsoft, Cisco, or comparable certifications.

Experience supporting client onboarding, office moves, equipment deployments, or infrastructure upgrade projects.

Success in This Role

Client requests are acknowledged, diagnosed, resolved, and documented with consistent quality and urgency.

Customers receive clear, professional communication throughout the support process.

Infrastructure installations and upgrades are stable, secure, and transitioned cleanly into ongoing support.

Complex issues are escalated with useful technical detail while ownership of the client experience is maintained.

Competing priorities are managed independently without compromising service standards or security practices.

Working Relationship

This is primarily a work-from-home role that collaborates closely with clients, service-desk colleagues, technical specialists, and vendors. Regular travel to customer locations is required when an issue cannot be resolved remotely or project work calls for onsite support. The technician will use a personal vehicle, with eligible business mileage or fuel reimbursed according to policy. Occasional overnight travel may be required. The preferred arrangement is contract-to-hire, although direct hire may be considered for a well-qualified candidate.