Support Technician - Field & Centralized Services (MSP)

If you're two years into your IT career and looking for a place where you'll actually be challenged and grow, this might be the right fit. This role splits your time roughly equally between Centralized Services - handling remote support, proactive monitoring, and ticket resolution from our Richardson office - and field work, visiting client sites across DFW. You'll get the best of both worlds: the depth that comes from focused remote work and the real-world exposure that only onsite client time can give you. We invest in people who are hungry to learn. What You'll Do Centralized Services (~50%)

• Own the health of IntegraMSP's internal toolset - RMM (Datto RMM), PSA (Autotask), security stack, and monitoring platform - ensuring everything is configured correctly and functioning as intended.

• Identify and eliminate alert noise - tune monitoring policies, suppress false positives, and make sure the service desk is only seeing alerts that require real action.

• Analyze recurring ticket trends across the client base and build automations, scripts, or remediation policies that resolve issues before they generate reactive tickets.

• Maintain and improve documentation standards - runbooks, client configurations, and knowledge base articles that keep the whole team working from the same playbook.

• Proactively apply patches, updates, and maintenance tasks across client environments using RMM automation and ImmyBot.

• Report tool or environment issues to senior techs and flag trends that may need a vCIO or TAM conversation with the client. Field Support (~50%)

• Visit client sites across DFW 2-3 days per week; handle onsite troubleshooting, deployments, and relationship-building.

• Set up and deploy workstations, laptops, and peripherals using Intune/Autopilot and ImmyBot; support Cloud PC/VDI environments.

• Assist with basic networking onsite: switches, firewalls, VLANs, and connectivity troubleshooting.

• Represent IntegraMSP professionally - you're often the face of the company at client locations. General

• Complete IntegraMSP toolset certifications within your first 30 days (training provided).

• Participate in a rolling weekly on-call rotation for after-hours escalations and emergency support.

• 2+ years of Tier 1/2 experience, preferably at an MSP.

• Solid foundational knowledge of Windows 11, Cloud PC/VDI environments, Microsoft 365, Active Directory, and basic networking.

• Strong customer service instincts - calm under pressure, clear communicator, and able to translate tech into plain language.

• Self-motivated and organized; you juggle multiple open tickets and client priorities without dropping the ball.

• Comfortable working independently in the field and collaboratively back at the office.

• Valid driver's license, reliable transportation, and ability to lift up to 50 lbs. Preferred / Nice to Have

• Certifications: CompTIA A+, Network+, Microsoft (MD-102, MS-900), or working toward them.

• Hands-on experience with any of: Datto RMM, Autotask, Datto BCDR, Control One, ThreatLocker, or CyberQP.

• Honesty - demonstrated by what we say and what we do.

• Kindness - friendly, generous, and considerate in every interaction.

• Discipline - the focused, consistent effort that drives real results.

• Ownership - accountable for outcomes and caring about them like it's your own business.

• Learning - committed to constant personal and professional growth. Work Setup & Perks

• Hybrid: mix of remote, in-office, and client onsite across DFW - Monday through Friday.

• Certification and training assistance - we support your growth.

• Diverse SMB client base, modern tooling, and a team that takes the work seriously and each other personally.

• Competitive compensation based on experience.