Level 1 Help Desk Technician

Job Summary

Morris Technology Solutions (MTS) is seeking a Level 1 Help Desk Technician to support our Managed Services team in the Dallas–Fort Worth area. This individual will serve as a primary point of contact for end-user technical support across multiple client environments, providing troubleshooting and resolution for hardware, software, and network-related issues.

The Help Desk Technician will be responsible for diagnosing and resolving technical issues while delivering a professional, positive, and customer-focused support experience. This role requires strong foundational technical skills, excellent communication abilities, and the ability to effectively “bridge the gap” between technical solutions and end users.

The ideal candidate is service-oriented, detail-focused, and capable of managing multiple requests efficiently in a fast-paced MSP environment while maintaining professionalism when representing MTS both remotely and onsite at client locations.

Why MTS?

Founded and headquartered in San Antonio with local ownership, MTS is a fast-growing, values-based consultancy that has achieved over 100% growth since 2022. We offer an in-person, team-driven environment where you’ll learn from industry experts, gain exposure to senior leadership within our clients, and build life-long professional relationships. Our people-first culture is reflected in strong reviews on Google and Glassdoor!

Key Responsibilities

Serve as a primary point of contact for technical support requests via phone, email, chat, and ticketing systems.

Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and network connectivity.

Support Windows and macOS operating systems, business applications, and cloud-based tools, including Microsoft 365.

Assist with password resets, account provisioning, and access management.

Install, configure, and maintain hardware and software across client environments.

Log, categorize, prioritize, and track support requests within the ticketing system.

Provide timely resolution in accordance with service level expectations.

Escalate complex or unresolved issues to senior technical staff.

Follow up with users to confirm issue resolution and ensure satisfaction.

Support employee onboarding and offboarding processes across multiple organizations.

Maintain accurate asset inventory and system documentation.

Apply updates and patches as directed.

Accurately document troubleshooting steps, resolutions, and system changes.

Follow established IT policies, security standards, and procedures.

Contribute to the development and improvement of support documentation.

Required Qualifications

Minimum 3+ years of experience in IT support, help desk, or technical support role within an MSP environment.

Strong foundational technical skills, including logical troubleshooting and support of Windows and macOS operating systems.

Experience supporting Microsoft 365 environments.

Basic understanding of networking concepts, including IP, DNS, and connectivity troubleshooting.

Excellent oral and written communication skills with a strong customer service mindset.

Professional demeanor with the ability to represent the company effectively in client-facing situations.

Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Preferred Skills and Experience

Familiarity with MSP tools such as NinjaOne, Guardz, Thread, Halo, CIPP, Hudu, or SentinelOne.

Associate degree or technical certifications (e.g., CompTIA A+, Network+).

Experience supporting cloud-based environments.

Prior experience working in a remote or hybrid support role.

Performance Expectations

Provide timely and effective issue resolution.

Maintain accurate and complete documentation.

Deliver high-quality customer service.

Adhere to established IT policies and procedures.

Work Environment

Primarily remote. Must have a quiet and adequate working environment; equipment can be provided.
Onsite support required at client locations throughout the Dallas–Fort Worth area as needed.
Occasional participation in team meetings with camera and microphone enabled.

Job Type

Full-time