IT Support Technician (WFH)

About the Company

IronEdge is an IT solutions provider serving small and medium-sized businesses. The company focuses on helping clients overcome technology challenges through reliable support and a service-oriented approach. IronEdge promotes a people-first, inclusive workplace built on teamwork, continuous learning, integrity, courage, and ownership.

The company has been recognized among leading managed service providers (MSPs), including on the CRN MSP 500 and Channel Futures MSP 501 lists.

About the Role

IronEdge is seeking an IT Support Technician to provide front-line technical assistance to end users and help maintain reliable IT systems. The role involves troubleshooting servers, network systems, software, and peripheral devices, resolving support tickets, and visiting client sites when required.

The ideal candidate combines technical troubleshooting skills with a strong customer service approach. Support Technicians are expected to work independently and collaboratively, communicate effectively with colleagues and clients, meet company standards for ticket resolution, and continue developing their technical knowledge.

This is a remote position open to applicants residing in Texas, New Mexico, Arizona, Colorado, or Kansas. The role may require travel to client sites as needed.

Key Responsibilities

• Provide front-line technical support to end users and assist with a range of IT issues.
• Troubleshoot servers, network systems, software applications, and peripheral devices.
• Resolve technical problems using sound judgment and practical, creative solutions that support long-term system stability.
• Manage support tickets and use ticketing and remote access systems to diagnose and resolve issues.
• Communicate and coordinate with coworkers across functions using Microsoft Teams.
• Provide friendly, professional support to clients over the phone and in person.
• Dispatch to client sites when necessary to address technical issues.
• Work independently and collaboratively to resolve problems and complete tickets according to company standards.
• Continue building technical skills and knowledge to support changing client needs.

Required Qualifications

• At least one year of experience in a Tier 1 IT support role.
• Experience with ticketing systems and remote access tools.
• Strong troubleshooting, decision-making, multitasking, planning, and attention-to-detail skills.
• Effective communication and collaboration skills.
• A customer-focused approach with the ability to provide professional, personable support.
• Managed Services Provider (MSP) experience.
• A background in customer service.
• Relevant certifications from CompTIA or Microsoft, where applicable.

Work Arrangement and Location

• Work Arrangement: Remote, with client-site visits as needed.
• Eligible Locations: Texas, New Mexico, Arizona, Colorado, and Kansas.

Background Check Requirements

All positions require successful completion of a criminal background check. Additional checks may apply when a role involves access to sensitive information or secure facilities.

Applicants for this position must pass a fingerprint-based Criminal Justice Information Services (CJIS) background check and maintain CJIS eligibility. The original posting lists certain criminal convictions, deferred adjudications, and open arrests that may affect eligibility.

Salary and Benefits

Salary information was not provided in the original job description.

Benefits include:

• Employer contribution toward employee medical, dental, and life insurance premiums.
• Short-term and long-term disability insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• Flexible time off.
• Paid holidays.

Equal Opportunity Statement

IronEdge describes its workplace as inclusive and people-focused, with an emphasis on teamwork, continuous learning, integrity, courage, and ownership. No separate formal equal opportunity statement was included in the original job description.