IT Support Technician Tier 1

Industrial Refrigeration Pros (Vertex) - Mansfield, TX 76063

• Salary Range: $25.00 - $30.00 Hourly
• Position Type: Full Time
• Job Shift: Day
• Travel Percentage: None

Position Summary

IR Pros is a growing industrial refrigeration services platform with operating companies across the United States and Canada. We are looking for a Tier 1 Support Technician to be the first point of contact when employees need help with technology. This is a hybrid role based in our Mansfield, TX office, with about 80% of your time in office and 20% remote. In this role you will resolve tickets, set up and ship devices, and keep our Microsoft 365 environment running smoothly for employees across the organization. The right candidate is patient and organized and can explain technical issues clearly to people with any level of technical experience.

Key Responsibilities

• Respond to and troubleshoot end-user support tickets for hardware, software, network connectivity, and account issues, and escalate to senior staff when needed.
• Create and run test tickets and test workflows to check system changes, new configurations, and onboarding processes before they roll out to everyone.
• Provision laptops, desktops, and mobile phones, including imaging, enrollment, and configuration in Microsoft Intune and Microsoft 365.
• Set up user accounts and licensing in Microsoft 365, including access to Exchange Online, Teams, OneDrive, and SharePoint.
• Package, ship, and track phones and computers sent to employees and field locations, and keep accurate records of serial numbers and asset assignments.
• Receive, inspect, and stage returned equipment, then prepare devices for reassignment or retirement.
• Maintain the device inventory and asset records so equipment status is always accurate.
• Help with password resets, multi-factor authentication enrollment, and passkey setup, following security policies.
• Document solutions and common fixes in the knowledge base so more issues can be solved on first contact over time.
• Take part in onboarding and offboarding, including account deprovisioning and device recovery.
• Support IT projects, rollouts, and acquisition integrations as assigned.
• Follow IT security policies and help users spot and report phishing and other suspicious activity.

Qualifications

Required

• 1 to 2 years of experience in IT support, help desk, or a similar end-user support role, or equivalent education and certifications.
• Working knowledge of Windows, macOS, and iOS or Android devices.
• Familiarity with Microsoft 365 administration, including Exchange Online, Teams, and Microsoft Entra ID (formerly Azure Active Directory).
• Strong troubleshooting skills, with the ability to work through problems methodically and document what you find.
• Excellent verbal and written communication skills.
• Ability to manage multiple tickets and priorities in a fast-paced environment.
• Valid driver's license and ability to travel occasionally, if required.

Preferred

• Experience with Microsoft Intune, Windows Autopilot, or other endpoint management tools.
• Experience with a ticketing system such as ServiceNow, Freshservice, or Jira Service Management.
• Experience with asset management or inventory tracking.
• Certifications such as CompTIA A+, Microsoft 365 Certified: Fundamentals (MS-900), or Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).
• Home lab, self-hosted, or personal tech projects (for example, running servers, networking gear, or home automation), or a history of building and repairing PCs.
• Gaming or enthusiast experience, such as building custom PCs, tuning hardware and drivers, or helping friends and family with tech issues.
• Familiarity with AI-assisted tools for troubleshooting or documentation, used with appropriate verification.
• Experience in a multi-site or multi-company environment.

Work Environment and Physical Requirements

• Sitting and standing for long periods, lifting and carrying equipment up to 50 pounds, and working in warehouse or depot settings.
• Shipping and receiving tasks that involve handling packages and using standard shipping software and carriers.
• Occasional on-site visits to operating company locations.

Benefits

• Medical, dental, and vision insurance, plus supplemental plans
• 401(k) retirement plan, with eligibility within 90 days and a company match of up to 4%
• Company-paid life and accidental death and dismemberment (AD&D) insurance, and long-term disability
• Paid holidays and PTO
• Competitive compensation
• Career advancement paths
• Employee referral bonus
• Boot program: $150 voucher after 90 days of employment, with replacement boots every two years
• Vehicle loyalty program: qualified employees can receive a truck (equivalent to a 5-year-old F-150) or $10,000 after 5 years of employment

About IR Pros

IR Pros (Industrial Refrigeration Pros) is building a strong network of industrial refrigeration professionals who understand the specialized needs of our customers.

Our operating companies support industrial refrigeration systems in facilities including:

• Cold storage
• Food and beverage processing
• Refrigerated warehousing
• Manufacturing
• Distribution centers
• Other industrial facilities

Behind every technician in the field is a team that keeps them connected and equipped. Our IT team makes sure people across our operating companies have the devices, accounts, and support they need to do their best work safely and efficiently.

We value people who take pride in their work, support their teammates, give excellent service to the people they help, and want to keep growing their skills.

If you enjoy solving technology problems, like helping people, and want to grow your IT career with a growing organization, we would like to hear from you.

Apply today to start a conversation with the IR Pros recruiting team.

Equal Opportunity Statement

IR Pros is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.