Live Desk Technician -- Tier 1

We are seeking a Tier 1 Live Desk Technician to serve as a dedicated on-site resource embedded at a client’s corporate headquarters in Trophy Club, TX. This is a staff augmentation role - you will function as an extension of the client’s internal IT team, providing day-to-day hands-on technical support under the direction of ERGOS management. Daily on-site presence at the Trophy Club location is required; this is not a remote or hybrid position.

The ideal candidate is dependable, personable, and technically capable at the Tier 1 level - someone who takes pride in keeping people productive, communicates clearly with non-technical users, and knows when to escalate and how to document it properly.

RESPONSIBILITIES

• Provision and configure new workstations, laptops, and peripherals for end users - including hardware assembly, OS installation, software deployment, domain join, and user profile setup

• Reimage workstations and laptops using standard deployment tools (SCCM/MDT, Intune/Autopilot, or equivalent); ensure builds are clean, compliant, and fully configured prior to user delivery

• Support new hire onboarding and employee offboarding workflows - device setup and delivery, data backup and wipe, asset recovery, and equipment staging

• Manage IT asset inventory at the Trophy Club site - maintain accurate records of hardware assignments, track device lifecycle status, and flag equipment due for refresh

• Serve as the first point of contact for on-site end-user support requests - troubleshoot and resolve Tier 1 hardware, software, and connectivity issues; escalate to the ERGOS Live Desk when appropriate

• Perform basic Active Directory and Microsoft 365 tasks - password resets, account creation and deactivation, group membership updates, and M365 license assignment

• Troubleshoot printer, peripheral, and basic wired/wireless connectivity issues; coordinate with the ERGOS network team for infrastructure-level escalations

• Maintain complete and accurate ticket documentation in the ERGOS ticketing system from initial intake through resolution - every provisioning task, reimage, and support request is logged

• Maintain a professional, client-facing presence at all times - you are the visible face of ERGOS at the Trophy Club site, This role is structured as a staff augmentation engagement, meaning you will be assigned full-time to the Trophy Club client site rather than rotating across multiple ERGOS clients. You will work closely with the client’s staff and leadership on a daily basis while remaining an ERGOS employee - supported by our broader technical team for escalations, tooling, and training.

• 1-2 years of IT support, helpdesk, or desktop support experience in an office or enterprise environment

• Solid foundational knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

• Basic understanding of Active Directory - user accounts, password resets, group membership

• Comfortable troubleshooting hardware issues: desktops, laptops, monitors, printers, and peripherals

• Basic networking knowledge - understanding of TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting at the end-user level

• Strong interpersonal and communication skills; able to work patiently with non-technical users of all levels

• Reliable, punctual, and self-directed - able to manage a queue and prioritize without constant supervision

• Valid driver’s license and reliable transportation to commute daily to Trophy Club, TX

• CompTIA A+ certification (active or in progress) preferred

• Associate’s degree or coursework in Information Technology or a related field preferred; equivalent experience considered

• Prior experience in a managed services or multi-client support environment is a plus

• Health, dental, and vision insurance

• Life insurance

• 401(k)

• Paid time off

ERGOS Technology Partners is an international managed IT services provider headquartered in Houston, Texas, delivering end-to-end computer support and services to businesses and organizations of all sizes., Headquartered in Houston, Texas, ERGOS Technology Partners is an international provider of managed IT services specializing in end-to-end computer support and services for businesses and organizations of all sizes. Our highly trained professionals work tirelessly to ensure efficient operations, secure data resources, reliable systems, and exceptional customer service - and we hold every member of our team to that same standard.