**Support Technician — Field & Centralized Services **
IntegraMSP · Richardson, TX · Hybrid · Must reside in DFW
If you're two years into your IT career and looking for a place where you'll actually be challenged and grow, this might be the right fit. This role splits your time roughly equally between Centralized Services — handling remote support, proactive monitoring, and ticket resolution from our Richardson office — and field work, visiting client sites across DFW. You'll get the best of both worlds: the depth that comes from focused remote work and the real-world exposure that only onsite client time can give you. We invest in people who are hungry to learn.
What You'll Do
Centralized Services (~50%)
- Own the health of IntegraMSP's internal toolset — RMM (Datto RMM), PSA (Autotask), security stack, and monitoring platform — ensuring everything is configured correctly and functioning as intended.
- Identify and eliminate alert noise — tune monitoring policies, suppress false positives, and make sure the service desk is only seeing alerts that require real action.
- Analyze recurring ticket trends across the client base and build automations, scripts, or remediation policies that resolve issues before they generate reactive tickets.
- Maintain and improve documentation standards — runbooks, client configurations, and knowledge base articles that keep the whole team working from the same playbook.
- Proactively apply patches, updates, and maintenance tasks across client environments using RMM automation and ImmyBot.
- Report tool or environment issues to senior techs and flag trends that may need a vCIO or TAM conversation with the client.
Field Support (~50%)
- Visit client sites across DFW 2–3 days per week; handle onsite troubleshooting, deployments, and relationship-building.
- Set up and deploy workstations, laptops, and peripherals using Intune/Autopilot and ImmyBot; support Cloud PC/VDI environments.
- Assist with basic networking onsite: switches, firewalls, VLANs, and connectivity troubleshooting.
- Represent IntegraMSP professionally — you're often the face of the company at client locations.
General
- Complete IntegraMSP toolset certifications within your first 30 days (training provided).
- Participate in a rolling weekly on-call rotation for after-hours escalations and emergency support.
What You Bring
- 2+ years of Tier 1/2 experience, preferably at an MSP.
- Solid foundational knowledge of Windows 11, Cloud PC/VDI environments, Microsoft 365, Active Directory, and basic networking.
- Strong customer service instincts — calm under pressure, clear communicator, and able to translate tech into plain language.
- Self-motivated and organized; you juggle multiple open tickets and client priorities without dropping the ball.
- Comfortable working independently in the field and collaboratively back at the office.
- Valid driver's license, reliable transportation, and ability to lift up to 50 lbs.
Preferred / Nice to Have
- Certifications: CompTIA A+, Network+, Microsoft (MD-102, MS-900), or working toward them.
- Hands-on experience with any of: Datto RMM, Autotask, Datto BCDR, Control One, ThreatLocker, or CyberQP.
Our Core Values
- Honesty — demonstrated by what we say and what we do.
- Kindness — friendly, generous, and considerate in every interaction.
- Discipline — the focused, consistent effort that drives real results.
- Ownership — accountable for outcomes and caring about them like it's your own business.
- Learning — committed to constant personal and professional growth.
Work Setup & Perks
- Hybrid: mix of remote, in-office, and client onsite across DFW — Monday through Friday.
- Certification and training assistance — we support your growth.
- Diverse SMB client base, modern tooling, and a team that takes the work seriously and each other personally.
- Competitive compensation based on experience.