Envoy Managed Services · 1 day ago
Tier 1 Help Desk Technician
Fort Worth, TX
Full-time
Hybrid
Entry Level
1+ years expEnvoy Managed Services is seeking a customer-focused Tier 1 Help Desk Technician with additional responsibilities as a Service Desk Queue Coordinator. This role combines frontline technical support with ticket coordination duties to ensure efficient ticket flow and service continuity within their MSP environment.
Cloud ComputingInformation TechnologyIT Management
Responsibilities
Monitor all incoming service tickets in real time
Acknowledge tickets promptly and categorize them by priority, complexity, urgency, and service impact
Manage queues to prevent backlogs and ensure SLA adherence
Assign tickets to Tier 1, Tier 2, or Tier 3 technicians based on skills, availability, and workload
Ensure timely assignments to maintain service continuity
Perform load balancing to optimize technician productivity
Reassign or escalate tickets as needed
Serve as the first point of contact for all user support requests
Troubleshoot and resolve standard Tier 1 issues, including password resets, email, user onboarding and offboarding, Microsoft 365, and hardware/software issues
Document all work performed and ensure accurate ticket updates
Escalate issues to Tier 2 or 3 when necessary
Follow established troubleshooting procedures and checklists
Provide friendly, professional, and timely support to users
Communicate clearly with non-technical users
Maintain positive client experience and represent the MSP professionally
Use RMM tools for basic tasks and alerts
Work within a PSA system for ticket and time management
Assist with workstation setups, deployments, and user onboarding and offboarding
Monitor alerts and perform routine maintenance tasks
Serve as the communication hub between the service desk and technical staff
Provide technicians with updates on ticket changes, escalations, or requirements
Collaborate with other departments to resolve cross-functional tickets
Participate in team meetings and share insights based on ticket trends
Assist Lead Technicians with closing administrative and low-to-medium complexity tickets
Ensure documentation is complete and accurate
Assist with monthly client audits
Continue developing technical knowledge
Participate in on-call schedules as needed
Perform other duties assigned by the Help Desk Manager
Qualification
Required
Experience supporting Windows 10/11, user onboarding/offboarding using Active Directory and Microsoft 365 in a corporate or help desk setting
Familiarity with basic networking concepts (IP addressing, Wi-Fi, VPN) and troubleshooting (ping, trace route, ipconfig)
Experience in troubleshooting hardware and software issues
1–2 years of helpdesk or technical support experience required
Experience prioritizing tickets by impact and urgency
Exceptional organizational and time-management abilities
Ability to manage multiple tasks and queues simultaneously
Strong written and verbal communication skills
Customer-focused approach
Ability to work independently in a remote or hybrid setting
Preferred
Familiarity with RMM/PSA systems
MSP experience is a plus
Certifications are a plus
Benefits
Competitive salary
Performance-based bonuses
Health, dental, and vision insurance
Growth and training opportunities
Company
Envoy Managed Services
Envoy Managed Services is an IT company that provides IT management, cloud, and connectivity services.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Nikole Dickman
Chief Executive Officer
Jeffrey Wyatt
COO
Company data provided by crunchbase