Support Jobs in Tyler, TX

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IT Helpdesk & Service Manager

Tyler Vault Datacenter Tyler, TX

Tyler, TX

Today

$24 - $26/hr Full time Manager Active Directory Connectwise Manage

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Job Description

Coordinate day-to-day helpdesk operations in a fast-paced MSP environment, ensuring client requests are logged, prioritized, assigned, communicated, and resolved efficiently.

Responsibilities

Monitor incoming support requests through the ticketing system, phone, email, and other communication channels.
Triage and prioritize tickets based on urgency, business impact, client SLAs, and technical complexity.
Assign tickets to the appropriate technician or escalation team.
Ensure technicians log time correctly into the timekeeping system.
Track ticket queues to confirm requests progress within established SLAs.
Follow up on aging, overdue, or stalled tickets.
Identify recurring issues and escalate trends to management or technical leadership.
Coordinate onsite service calls, remote support, and vendor escalations when required.
Verify tickets include accurate documentation, troubleshooting steps, communications, and resolution details.
Act as a professional, responsive point of contact for clients submitting support requests.
Provide timely updates on ticket status and expected resolution timelines.
Translate technical information into clear, non-technical communication when appropriate.
Manage client expectations and escalate concerns when service issues arise.
Maintain strong working relationships with client contacts and internal support staff.
Provide first-level technical support for common issues involving hardware, software, networking, Microsoft 365, workstations, printers, accounts, and connectivity.
Troubleshoot remotely and determine when escalation is needed.
Assist technicians with gathering required information to diagnose and resolve issues.
Maintain accurate ticket records and ensure proper categorization and documentation.
Track SLA performance and helpdesk metrics.
Assist with scheduling technicians and coordinating maintenance activities.
Support client documentation, asset records, and knowledge-base article maintenance.
Assist with onboarding and offboarding processes.
Coordinate with vendors and third-party service providers as needed.
Participate in process improvement initiatives aimed at improving efficiency, client satisfaction, and service quality.
Order parts and supplies needed for repairs and track inventory.
Track, renew, and maintain customer computer and software licensing.
Create, collect, and check POs/work orders, invoices, and notes in service software for accuracy.
Create, manage, and maintain the on-call schedule for the team of technicians.

Requirements

2+ years of experience in an IT helpdesk, service desk, technical support, or MSP environment.
Strong understanding of Windows workstations and common business applications.
Experience with Microsoft 365 administration and troubleshooting.
Familiarity with Active Directory / Entra ID, user accounts, permissions, and endpoint troubleshooting.
Understanding of basic networking concepts: TCP/IP, DNS, DHCP, Wi-Fi, and VPNs.
Experience working with a professional ticketing or PSA system.
Strong organizational and time-management skills.
Excellent written and verbal communication skills.
Ability to prioritize multiple tasks and work effectively under pressure.
Strong customer-service mindset and professional demeanor.

Technologies

Microsoft 365
Active Directory
Entra ID
TCP/IP
DNS
DHCP
Wi-Fi
VPNs
ConnectWise
Autotask
HaloPSA
Kaseya
ServiceNow
RMM tools
Timekeeping system

Preferred Qualifications

Previous MSP experience.
Experience with ConnectWise, Autotask, HaloPSA, Kaseya, ServiceNow, or similar PSA/ticketing platforms.
Experience with remote monitoring and management (RMM) tools.
CompTIA A+, Network+, or Microsoft certifications.
Familiarity with cybersecurity best practices and endpoint security.
Experience coordinating technicians or managing a service desk queue.
Understanding of ITIL or other service-management practices.

Key Performance Indicators

SLA compliance and ticket response times.
Ticket backlog and aging.
Client satisfaction.
First-response and resolution times.
Ticket documentation quality.
Technician utilization and queue efficiency.
Accuracy of ticket assignment and prioritization.
Effective communication with clients and internal teams.

Core Competencies

Customer Service: Builds trust and maintains professional client relationships.
Organization: Manages multiple priorities and deadlines.
Communication: Communicates clearly with technical and non-technical audiences.
Problem Solving: Identifies issues, determines next steps, and escalates when necessary.
Accountability: Owns requests and follows through to completion.
Teamwork: Coordinates with technicians, engineers, management, and vendors.
Attention to Detail: Maintains accurate documentation and follows established processes.

Benefits

Earned PTO up to 2 weeks per year

Work Environment

Fast-paced MSP environment supporting multiple clients with varying technical requirements and priorities.
May require extended time at a computer, frequent communication with clients and technical staff, and occasional onsite support or after-hours coordination depending on business requirements.
Work hours: 8am-5pm M-F.
No health insurance, 401k, or vision benefits.
PTO: earned PTO up to 2 weeks per year.

Job Details

Location: Tyler, TX 75702 (onsite)
Job type: Full-Time
Department: Managed Services / IT Support
Reports to: CEO
Education: High school or equivalent (Required)
Ability to commute: Tyler, TX 75702 (Required)

Compensation

USD 24 - 26 per hourly

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