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AVATAR Managed Services · 1 month ago

Tier 1 IT Support Engineer

Houston, TX

Full-time

Onsite

Entry Level

$40K/yr - $55K/yr

1+ years exp

AVATAR Managed Services is seeking a highly motivated and customer-focused Tier 1 IT Support Engineer to join their Service Desk team. This role serves as the first point of contact for all technical support issues, delivering quick and effective resolutions aligned with the ITIL framework while ensuring a high-quality support experience for end users.

Cloud ComputingIT ManagementNetwork Security

Responsibilities

Log, triage, and troubleshoot user-submitted incidents using the ITSM platform

Perform initial diagnosis and apply KB-guided solutions

Identify root causes for common problems and propose workarounds

Resolve low impact, recurring technical issues independently

Handle service requests such as:

Password resets

Account unlocks

Software installations

Basic access provisioning

Track fulfillment through standard workflows and maintain communication

Reference knowledge base articles during ticket handling

Suggest updates to existing documentation or draft new KB entries as needed

Flag content gaps or inconsistencies

Use predefined Escalation Process Flow to determine Tier 2 handoffs

Document all steps taken before escalation, including:

Logs, screenshots, KB links

User interactions

Attempted fixes

Communicate effectively and empathetically with users

Provide regular updates and set expectations for resolution

Educate users on common issues and prevention steps

Qualification

Windows OSITSM toolsCompTIA A+Office 365Remote support toolsNetwork supportCustomer serviceProblem-solvingCommunication skillsTeam collaboration

Required

Basic knowledge of Windows OS, Office 365, remote support tools

Experience using ITSM tools (e.g., ConnectWise PSA, Dynamics 365 Customer Service)

Excellent verbal and written communication skills

Customer-first mindset and problem-solving attitude

Ability to follow structured processes and document work accurately

Excellent customer service and interpersonal skills

Highly self-motivated and detail-oriented

Ability to effectively prioritize and multi-task in a high-pressure environment

Strong background in Windows client operating systems, standard desktop applications, and user account management

Working knowledge of network support issues

Working knowledge of remote working systems and support

Ability to work in a team-oriented collaborative environment

Ability to install, configure and troubleshoot Windows client operating systems

Preferred

CompTIA A+, Network+, or equivalent

Prior helpdesk or technical support experience (1+ years)

1 year to 2 years of service desk experience is preferred

3 or more years of Customer Service experience preferred

Benefits

Health

Dental

Vision

401k

Company

AVATAR Managed Services

Business Managed IT Service - AVATAR offers proven, process driven IT support to companies who want to utilize their technology to their best advantage.

Founded in 1993

Houston, Texas, USA

11-50 employees