About IronEdge IronEdge is an IT solutions provider serving small and medium-sized businesses. The company focuses on delivering reliable technology support while helping clients reduce technology-related challenges. Its people-first culture emphasizes teamwork, continuous learning, integrity, courage, and ownership. IronEdge is Great Place to Work® Certified and has been recognized among leading managed service providers by organizations including CRN and Channel Futures.

About the Role

IronEdge is seeking an IT Support Technician to provide front-line technical support to end users and help maintain reliable IT systems. This role involves troubleshooting servers, network systems, software, and peripheral devices, resolving support requests, and escalating complex issues to senior technical staff when necessary. The technician will communicate with clients at all levels, including executive contacts, provide professional support by phone and in person, and travel to client sites when required. The position is remote for applicants residing in Texas, New Mexico, Arizona, Colorado, or Kansas.

Key Responsibilities

Provide Tier 1 technical support and troubleshoot issues reported by end users. Diagnose and resolve problems involving servers, network systems, software, and peripheral devices. Use ticketing systems and remote access tools to manage and resolve technical support requests. Escalate complex technical issues to senior staff when additional expertise is required. Dispatch to client sites as needed to provide technical assistance. Communicate professionally with clients, coworkers, and executive-level contacts. Provide friendly, personalized support by phone and in person. Create and use written technical documentation to support consistent troubleshooting and issue resolution. Collaborate with cross-functional coworkers through Microsoft Teams. Complete support tickets according to company standards and established procedures. Apply sound judgment, multitasking, planning, and attention to detail when managing support requests. Develop technical skills continuously and help train end users or new team members when needed.

Required Qualifications

At least one year of experience in a Tier 1 IT support role. Experience creating and using written technical documentation. Experience with ticketing systems and remote access tools. Ability to troubleshoot technical issues, develop practical solutions, and support long-term system stability. Effective communication and collaboration skills, including experience communicating with cross-functional coworkers through Microsoft Teams. Strong customer service skills and the ability to support clients professionally by phone and in person. Ability to work independently and collaboratively while managing multiple tasks.

Preferred Qualifications

Experience working for a Managed Services Provider (MSP). Background in customer service. Relevant CompTIA or Microsoft certifications. Location and Work Arrangement Remote position open to applicants residing in Texas, New Mexico, Arizona, Colorado, or Kansas. On-site visits to client locations may be required. Employment classification: Nonexempt.

Compensation and Benefits

Annual salary range: $39,000–$44,999. IronEdge pays a portion of employee medical, dental, and life insurance premiums. Vision insurance. Accidental Death and Dismemberment (AD&D) insurance. Short-term and long-term disability insurance. Flexible Spending Account (FSA) and Health Savings Account (HSA). Flexible time off and holidays. 401(k) plan with employer matching. Background Check Requirements All positions require successful completion of a criminal background check. Additional checks may be required for positions involving access to sensitive information or secure facilities. This position requires passing a Criminal Justice Information Services (CJIS) fingerprint-based background check and maintaining CJIS eligibility. Disqualifying conditions include felony convictions, felony deferred adjudication, Class A or B misdemeanor deferred adjudication, Class B misdemeanor convictions, open arrests for any criminal offense, and family violence convictions.