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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # End User Support Technician - **Company:** 5 FACTOR TECHNOLOGY, LLC - **Location:** Houston, TX, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Computer-Aided Design, Microsoft Windows, AutoCAD, Artificial Intelligence, Autodesk Revit, Business Software, System Configuration, Desktop Computing, Issue Tracking Systems, MicroStation, Networking Basics, Windows PowerShell, User Provisioning Software, Scripting, Laptops - **Published:** May 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=6e109911f7a3f825 ## About the Role Do you have a valid Driver's License license?, Do you have experience in Windows?, You will troubleshoot and resolve a wide range of technical issues across end-user devices, Microsoft 365, networking, and business applications, including exposure to AEC-specific tools. The ideal candidate is resourceful, customer-focused, and accountable, with the ability to manage multiple priorities while maintaining excellent communication and follow-through., Required * 5+ years of IT support experience in a business or MSP environment (Tier 2 preferred) * Strong troubleshooting skills across Windows OS, Microsoft 365, endpoints, and basic networking * Experience using ticketing systems (Autotask preferred) and RMM tools (Kaseya, etc.) * Ability to manage multiple tickets and priorities simultaneously * Excellent written and verbal communication skills * Strong attention to detail and adherence to documented processes * Valid driver's license and reliable transportation for client site visits Preferred * Experience in a Managed Services Provider (MSP) environment * Experience supporting AEC or professional services firms * Familiarity with AutoCAD, Revit, Civil 3D, or similar design tools * Certifications such as CompTIA A+, Network+, or Microsoft * Experience with PSA/RMM tools (ConnectWise, Datto, IT Glue, etc.) * Exposure to automation, scripting, PowerShell, or AI tools (Copilot, etc.) ## Description As an End User Support Technician, you serve as a frontline technical resource delivering reliable, high-quality IT support to clients' daily operations. This role goes beyond ticket resolution-you are responsible for creating a consistent, professional support experience that builds trust and keeps clients productive., Deliver Reliable Support * Resolve 8-12 tickets per day using remote and on-site support tools * Troubleshoot desktops, laptops, printers, Microsoft 365, networking, and business applications * Provide hands-on and remote support to end users across multiple client environments Support Client Environments (Including AEC) * Assist with troubleshooting design and CADD applications (AutoCAD, Revit, Civil 3D, MicroStation, etc.) * Support clients in engineering and professional services environments * Understand how technology impacts project delivery and user productivity Communicate & Document * Respond to service requests via phone, email, and ticketing system (Autotask) * Maintain accurate, detailed documentation of issues, resolutions, and system configurations * Communicate technical issues clearly to non-technical users * Contribute to and maintain internal knowledge base resources Collaborate & Escalate * Escalate complex issues appropriately while maintaining ownership * Coordinate with internal teams, vendors, and third-party providers * Identify recurring issues and communicate trends or risks to leadership Own Your Work & Service Delivery * Meet or exceed SLA targets with strong follow-through and accountability * Deliver high-quality customer service with professionalism and empathy * Adhere to company standards for documentation, security, and change management * Participate in onboarding/offboarding activities (device setup, user provisioning) * Travel to client locations in the Houston area as needed * Support occasional after-hours or project-based work WHAT SUCCESS LOOKS LIKE * Consistently resolving tickets efficiently with high accuracy and quality * Strong client satisfaction driven by clear communication and reliable support * Well-maintained documentation and knowledge sharing * No missed SLAs due to lack of follow-through or communication * Positive contributions to team collaboration and continuous improvement, Our clients rely on us to keep their teams running-and you are the front line of that commitment. In this role, you directly impact the daily operations of multiple organizations, helping engineers, designers, and business professionals stay productive and focused on their work. Your ability to deliver fast, reliable, and consistent support is critical to building long-term client trust and delivering on our promise to elevate the technology experience. 5 Factor Technology provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [WebAssembly Revolution: Elevating JavaScript's Reach and Performance](https://www.wearedevelopers.com/videos/1149-webassembly-revolution-elevating-javascript-s-reach-and-performance) - [JavaScript? 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