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# End User Support Technician

- **Company:** 5 FACTOR TECHNOLOGY, LLC
- **Location:** Houston, TX, United States
- **Experience:** Experienced
- **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, Microsoft Copilot, User Provisioning Software, Scripting, Laptops
- **Published:** October 22, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=a06561f3bc8b9581

## About the Role

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.)

## 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