End User Support Technician

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

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

• 3+ 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.)

5 Factor Technology is an expert team with real-world experience tackling the very challenges our clients face. We deliver proven, holistic technology solutions with a hassle-free, hands-free approach. We exist to elevate the technology experience-helping our clients innovate, thrive, and build more resilient businesses. Through relentless innovation and an unwavering commitment to 5-star service, we are changing the way organizations think about technology management. Our Success Factors guide every decision we make:

• Strength of Many - Serve as One: We operate as one team with a shared mission.