Tier 1 I.T. Technician

Job Description

Job Description

Position Type

Contract to Permanent

Department

I.T. Support & Operations

Location

Dallas / Plano, TX (Hybrid)

Reports To

Lead Technician

Compensation

Hourly – Commensurate with Experience

Start Date

Rolling / Immediate Availability

About Trusted Cyber

Trusted Cyber is a Dallas-based Managed I.T. Services provider with 60+ years of combined experience delivering customized, secure technology environments for professional services firms. We are a technology company built around a simple belief: I.T. should just work — and when it doesn't, someone who actually cares should fix it fast.

We're growing and looking for motivated technicians — whether you're a student looking for hands-on experience or a contractor wanting consistent, meaningful work — to join our support team and grow with us.

Role Overview

As a Tier 1 I.T. Technician, you will be the first point of contact for client support requests. You'll troubleshoot hardware and software issues, manage tickets, assist with onboarding/offboarding, and support our team in delivering a consistently excellent experience to our clients. This is a hands-on role with real responsibility from day one — not a coffee-fetching internship.

Key Responsibilities

Helpdesk & End-User Support

• Respond to and resolve Tier 1 support tickets via phone, email, and ticketing system
• Troubleshoot Windows 11, Microsoft 365, Outlook, Teams, and line-of-business application issues
• Assist with printer, peripheral, and basic network connectivity issues
• Escalate unresolved issues to Tier 2/3 technicians with clear documentation

Onboarding & Offboarding

• Set up new user accounts in Microsoft 365, Entra ID (Azure AD)
• Configure email, MFA, and security policies for new users
• Deactivate and offboard departing users — revoke access, archive data, document actions

Device & Endpoint Management

• Image, configure, and deploy workstations and laptops
• Install and configure endpoint protection and verify agent health
• Apply Windows updates and patches via RMM
• Perform basic hardware diagnostics using S.M.A.R.T. tools and vendor utilities

Documentation & Ticketing

• Log all support activities accurately and promptly in the ticketing system
• Maintain and update client environment documentation
• Follow defined SOPs and contribute improvements when identified

Qualifications

Required

• Pursuing or holding a degree/certification in I.T., Computer Science, or related field (CompTIA A+, Network+, or equivalent a plus)
• Working knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Strong written and verbal communication skills — you'll be talking to real clients
• Ability to manage multiple tasks and prioritize under pressure
• Reliable, punctual, and self-motivated — we trust our team to execute

Preferred

• Hands-on experience with RMM tools
• Familiarity with Active Directory / Microsoft Admin Center / Microsoft Entra ID user management
• Exposure to cloud file systems (Egnyte, SharePoint, Box & others)
• Experience in an MSP or help desk environment
• Basic understanding of networking (DNS, DHCP, TCP/IP, VPN)

What You'll Get

• Real-world MSP experience supporting professional services clients in a fast-paced environment
• Mentorship from senior technicians and direct access to leadership
• Exposure to enterprise tools: Microsoft 365, DNS Management and more
• Flexible scheduling — built for students and contractors
• A team that takes ownership, works hard, and has each other's backs
• Pathway to full-time employment for high-performing interns and contractors