Tier I Support Desk Technician

• Tech-Savvy & People-Friendly? 
• Ready to turn “It’s Not Working” into “Wow, That Was Easy!”
• Love making technology easier for others?
• Are you the hero who fixes tech frustrations?
• Do you bring patience and a positive attitude to tech support?

Start Date: June 2, 2025

Why Join Us:

TriQuest Technologies, Inc. is a trusted IT service firm centrally located in Fort Worth, Texas, specializing in IT risk mitigation. Since 1997, we've been dedicated to providing reliable day-to-day IT operations support while protecting organizations against cyber-threats and ensuring their data security. Our commitment to continuous learning and exceptional customer service sets us apart, as we strive to deliver world-class experiences and personalized attention to each of our customers. 

• Career Development: At TriQuest Technologies, we are passionate about continuous learning. Join a team where your love for what you do will be amplified by collaborative breakthroughs and ongoing learning opportunities.
• Work-Life Balance: Enjoy a comprehensive benefits package that includes 8 paid holidays, 15 days of paid time off (more earned through tenure), FlexTime, and over 200 hours of continuing education annually.
• Health and Wellness: Team members can select health insurance options, with TriQuest covering 75% of medical costs for employees. Dental and vision insurance are provided with a nominal participation fee. Other optional benefits include a Health Savings Account, a continuing education budget, and a Simple IRA with an annual company match of up to 3%.
• Company Culture: Our office, affectionately called the clubhouse, boasts an open layout and a relaxed atmosphere. Enjoy lunch in the café, featuring a coffee and candy bar, or opt for fresh fruit. The team focus fosters a collaborative and enjoyable work environment.
• Impact and Purpose: Contribute to our mission of providing exceptional IT services by mitigating customers' risks, protecting organizations against cyber threats, and ensuring data security. At TriQuest Technologies, your work will have a meaningful impact on our customers and the Fort Worth community.

Education and Certification Requirements: 

• Bachelor’s degree (4-year degree is mandatory, sorry no exceptions)
  • College major, experience, or demonstrable interest 
    
• CompTIA A Core Series Certification (required within 90 days of employment)
• Additional industry certifications a plus, but not required
• Commitment to 4 hours professional and technical learning weekly

Job Overview:

As primary triage tech, the Tier I Technician is the first voice end-users hear when they call the Support Desk. This initial interaction sets the stage for the user’s experience, so it is imperative team members demonstrate great customer service skills. When users call the Support Desk, they’re often frustrated—a calm and friendly approach makes all the difference. Service Delivery technicians who listen empathetically, offer timely, solution-driven exceptional support significantly improve end users experience and their willingness to place future trust in the TriQuest Support Desk. Customers love a quick response from knowledgeable, friendly technicians that listen to the issue and find the root cause. Users quickly learn that once a TriQuest technician understands their issue, it is as good as done.  

Tier I role primary responsibility is initial ticket triage and response for support desk tickets. This is an entry-level position so candidate will learn triaging support desk calls, using a support desk ticketing system, troubleshooting, desktop deployments, VOIP, network management, and documentation. The Tier I role requires a great communicator who can easily and instantly switch from speaking with a Microsoft expert to an Outlook novice, communicating with a variety of personalities while maintaining a calm and personable demeanor.

You Will Love This Role If You: 

• Love troubleshooting and solving tech issues.
• Are the go-to person for tech support among family and friends.
• Enjoy helping technology make other peoples' lives easier. 
• Are great at explaining tech to non-tech users.
• Are ready to kickstart your IT career with learning to triage and troubleshoot.
• Have a passion for technology and helping others.
• Are excited to grow with a fast-paced IT company.
• Are skilled at performing root-cause analysis and developing solutions.
• Excel at workstation and application maintenance.
• Know when to escalate issues as warranted.

Successful Candidates Will:

• Have a professional demeanor and customer service experience.
• Exhibit extreme attention to detail and excellent communication and interpersonal skills.
• Demonstrate the ability to work both independently and as part of a team.
• Possess a desire to find the root cause of a technology issue. 
• Be adept at documenting processes and improving upon basic guidance.
• Have a keen ability to use computers and learn new applications quickly.
• Communicate effectively with non-technical users. 
• Understand the needs of the business and prioritize multiple requirements.
• Plan their week in advance but also handle spur-of-the-moment assignments.

Professional Demeanor: Team members must present themselves in a professional manner and dress, including basic grooming, no piercings, gauges, excessive jewelry, embellishments, or visible tattoos (in short-sleeved company shirt). Hair, including facial hair, must be in conservative style and cut with natural hair colors. Applicant must be able to adapt to in-office and onsite working locations with a variety of customers and variety of user personalities. All team members must comply with standards of professional conduct and with a professional demeanor befitting the TriQuest Technologies brand and culture.  This is a support role—candidate must be a team player, have a positive and helpful attitude, maintain calm demeanor, talk to vendors and customers over the phone and in-person, communicate clearly, and be able to assist users with technical issues by talking to them in non-technical terms. The essential functions described herein cannot be eliminated from this role or performed by others.

Physical Demands: This role requires the following physical activity skills to successfully perform the essential functions of this job. Candidate must have the ability to sit for up to 8 hours in a day and full mobility of body to walk, stand, climb ladder, crawl under desks and in tight spaces. Must be physically capable of lifting and carrying 50 pounds, use arms to reach and push/pull, use hands to write, pinch small cables, and type—40 wpm minimum. Applicant must be able to communicate verbally clearly and professionally in English with a variety of end-users over the phone and in-person. Chosen candidate must pass our mandatory background check including—but not limited to—employment verification, academic records, business and personal reference checks, personal credit check, criminal background check, driving record check, physical examination, drug screen, and any other relevant background information. 

Work Environment: Locations include light industrial and office environments, both at company office and at multiple customer locations throughout DFW. No additional travel requirements or overnight stays. Candidate must be able to drive themselves to company office and onsite to customer locations within Dallas-Fort Worth metroplex. This is not a remote position. Candidate must be available and ready to work 8 a.m. to 5 p.m., Monday through Friday, and available for occasional work after hours and on the weekend. All team members work 42 hours per week with 4 hours dedicated to continuing education. The essential functions described herein cannot be eliminated from this role or performed by others.

Benefits Package: Annual company benefits include 8 paid holidays, 15 days paid time off (more earned with tenure) and focus on continuing education. Expense reimbursements and monthly payroll paid via direct deposit. We offer team members health, vision, and dental insurance, plus Simple IRA—with company match up to 3%—and a Health Savings Account. Technical team members receive mileage and cell phone stipends, company apparel, and continuing education budget for exams and materials.

For more information about TriQuest culture, please visit https://triquesttech.com/careers. The essential functions described herein cannot be eliminated from this role or performed by others.

Salary : $50,000