Help Desk Technician Tier 1.5 (MSP)

IT Support TechnicianWe're looking for an experienced IT Support Technician (Tier 1.5 to Tier 2) with a background in the MSP industry to join our team in Frisco, TX. In this role, you'll support a wide range of small and mid-sized business clients—solving diverse technical issues, managing infrastructure, and delivering excellent day-to-day user support. If you're passionate about IT and thrive in a dynamic, client-focused environment, this is your chance to make a real impact.With over 20 years of experience in the MSP space, we specialize in everything from network infrastructure and cloud services to backup, email, and security. You'll be part of a collaborative team that's serious about customer success—and even more serious about your professional development. We offer ongoing training, certification reimbursement, team bonuses, and clear growth paths so you can advance your skills and career while doing meaningful work every day.Day To DayServe as the first point of contact for support via phone, email, or remote toolsTroubleshoot and resolve hardware, software, and network issues—both remotely and on-siteConfigure and maintain servers, workstations, and key IT infrastructureSupport cloud services such as Microsoft 365, SharePoint, Teams, and Exchange OnlinePerform routine system updates, patching, security checks, and preventative maintenanceAccurately document work in the ticketing system and contribute to internal knowledge baseCommunicate clearly with end users, providing professional and effective guidanceParticipate in process improvements, best practices, and team knowledge sharingRequired Experience1–3 years of experience in a help desk or technical support role at a Managed Service Provider (MSP)Hands-on experience with Microsoft 365, Windows Server, and common desktop operating systemsWorking knowledge of firewalls, switches, wireless access points, and remote support toolsStrong troubleshooting skills with a methodical, solutions-first mindsetExcellent communication skills with a client-first approachExperience juggling priorities across multiple environments and industriesA desire to learn, grow, and contribute to a high-performing support teamSalary and Benefits$55,000–$65,000 base salary, depending on experienceMedical & dental insuranceShort- and long-term disability coverage401(k) with 3% employer match3 weeks of PTO + 5 sick daysA/B holiday schedule (extra time at Thanksgiving or Christmas) + 8 paid holidaysTeam performance bonusesOngoing training, mentorship, and real growth opportunities Bowman Williams