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)
