Service Desk Technician

Fults & Associates, LLC is hiring an onsite, phone-first Service Desk Technician to support a range of clients across the North Fort Worth, Keller, and Roanoke area. In this role, you’ll work through incoming support calls, manage tickets to resolution, and troubleshoot day-to-day issues across Windows, Microsoft 365, identity, and core connectivity.

You’ll collaborate with a team supporting multiple environments for an MSP, handling both Level 1 responsibilities and escalated Level 2 troubleshooting as needed. For candidates leaning toward Level 2 work, there is additional focus on networking, Microsoft cloud environments, servers, and virtualization.

Responsibilities

• Answer incoming support calls and manage tickets through resolution.
• Troubleshoot Windows computers, printers, software issues, and network connectivity.
• Support Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint.
• Manage user accounts and permissions, resolve password and MFA issues in Active Directory and Entra ID.
• Determine whether issues impact a single user, a device, or an entire client site.
• Keep users informed throughout troubleshooting and document steps and outcomes.
• Follow established procedures and escalate issues with clear notes.

Requirements

• At least 1 year of professional IT support experience.
• Experience supporting multiple clients in an MSP environment is preferred.
• Strong troubleshooting skills in Windows, Microsoft 365, and user accounts.
• Understanding of TCP/IP, DNS, DHCP, VPNs, and printer connectivity.
• Comfort working in a phone-first support queue and managing multiple tickets at the same time.
• Ability to explain the troubleshooting approach clearly.
• Strong customer service, documentation, and follow-through.
• Availability to work onsite Monday through Friday and participate in an on-call rotation.

Technologies

• Windows; Microsoft 365; Outlook; Teams; OneDrive; SharePoint
• Active Directory; Entra ID; MFA; Conditional Access
• TCP/IP, DNS, DHCP; VPNs
• Autotask; NinjaOne; IT Glue
• PowerShell
• Windows Server; Hyper-V
• Switches, firewalls, VLANs and network configurations
• Microsoft cloud environments; servers; virtualization
• On-call rotation

Level 2 (Additional Experience)

• Independently resolve escalated technical issues.
• Troubleshoot switches, firewalls, VLANs, and network configurations.
• Support Microsoft 365 administration, Entra ID, MFA, and Conditional Access.
• Have experience with Windows Server and Hyper-V or similar virtualization platforms.
• PowerShell experience preferred.

Certifications

Microsoft certification is not required to start. Candidates must be willing to earn Microsoft Fundamentals certifications after hire, with paid training and exam support provided.

Benefits

• Medical, dental, and vision insurance
• Paid time off
• Retirement plan with a 3% employer match
• Paid certification training and exams
• Opportunities for technical growth and advancement

Compensation and Job Details

• Location: Keller, TX (onsite). Applicants must be within commuting distance of the North Fort Worth/Keller/Roanoke area.
• Job type: Full-time, permanent
• Salary: $60,000–$85,000 per year
• Level 1: $60,000–$70,000 (depending on experience)
• Level 2: $80,000–$85,000 (depending on experience)
• Work location: In person
• On-call rotation: Required

Additional Requirements

• No sponsorship is available; candidates must be eligible to work in the United States without sponsorship or third-party representation now or in the future.

Application Questions

• Are you LOCAL and able to work onsite Monday–Friday in the North Fort Worth / Keller / Roanoke area? (YES or NO)
• Are you comfortable taking incoming support calls throughout the day while managing tickets?
• Do you have hands-on experience troubleshooting Windows, Microsoft 365, user accounts, and network connectivity?
• Are you willing to earn Microsoft Fundamentals certifications after hire (Paid)? (YES or NO)