AxioTech LLC Tier 1 IT Support Technician
Job Description
Job Description
Location: Dallas-Fort Worth, TX (Hybrid)
Employment Type: Full-Time
Compensation: $40,000 - $50,000 annually
Reports To: Team Lead
About AxioTech
AxioTech LLC is a Managed Service Provider (MSP) based in the Dallas-Fort Worth metroplex. We deliver responsive, high-quality IT support to small and mid-sized businesses through tight-knit pod teams. We invest in our technicians, prize clean tickets and clear communication, and give every team member room to grow.
Position Summary
The Tier 1 IT Support Technician is the first line of response for our clients. You'll take incoming tickets and calls, triage and resolve common issues, and escalate more complex problems to Tier 2 with clean documentation. You'll work as part of a pod of fewer than 10 techs, led by a Team Lead who owns your growth and day-to-day priorities. This is a hybrid role - a mix of onsite work at our DFW office and remote days.
Key Responsibilities
- Answer inbound support requests via phone, email, and ticket portal; log all activity in HaloPSA.
- Triage and resolve Tier 1 issues: password resets, account provisioning, printer and peripheral setup, basic network connectivity, Microsoft 365 and Outlook support, endpoint troubleshooting.
- Use NinjaOne RMM to remotely monitor, patch, and troubleshoot client endpoints.
- Follow runbooks in Hudu; contribute back to documentation when gaps are found.
- Monitor client environments via Domotz and respond to alerts within SLA.
- Assist users with secure remote access through Connect Secure.
- Respond to and remediate security alerts from Huntress under Tier 2 guidance.
- Escalate complex issues to Tier 2 with clear reproduction steps, findings, and suggested next actions.
- Maintain accurate time entries and detailed ticket notes throughout the shift.
- Participate in the on-call rotation - approximately one week every two months.
- Communicate professionally with end users, keeping them informed on ticket status and expectations.
Required Qualifications
- 6+ months of IT support experience (MSP, help desk, or internal IT) OR equivalent hands-on lab and coursework.
- Working knowledge of Windows 10/11, Microsoft 365 administration basics, and common desktop applications.
- Familiarity with Active Directory / Entra ID user and group management.
- Basic networking fundamentals: TCP/IP, DNS, DHCP, Wi-Fi troubleshooting, VPN concepts.
- Strong written and verbal communication - you can explain a technical issue to a non-technical user.
- Reliable transportation and ability to be onsite at our DFW office on scheduled days.
- Willingness to participate in the on-call rotation (one week every two months).
- Must be authorized to work in the United States.