Job Description

We’re looking for a well-rounded Tier 2+ Helpdesk Technician who thrives in a customer-facing role and enjoys solving real-world IT challenges. This role offers the flexibility of working from home, with occasional travel to client sites around the DFW area.

What You’ll Do:

• Troubleshoot and resolve escalated support tickets, including VPN, VoIP, and networking issues
• Provide hands-on support with Active Directory, Exchange, Office 365, and RMM tools
• Configure and manage switching, routing, and firewall systems (Sonicwall and Fortinet preferred)
• Support and maintain client VoIP systems
• Use automation where possible to streamline recurring tasks
• Communicate clearly with end-users and clients, delivering solutions with professionalism and empathy

What We’re Looking For:

• 3–4 years of helpdesk or technical support experience
• Strong understanding of networking fundamentals (switching, routing) and VPN configuration
• Hands-on experience with firewalls (Sonicwall and Fortinet preferred)
• Solid skills in Office 365, Active Directory, Exchange, and VoIP
• Track record of handling tickets efficiently and independently
• Familiarity with RMM platforms and automation for routine support tasks
• Strong problem-solving and communication skills

Nice to Have:

• CompTIA or other relevant certifications
• Prior experience supporting SMB environments

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