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IT Level 1 Help Desk and Level 2 Technician

I.T. Matters, Inc., founded in 2012, is an IT Consulting Company that offers Managed IT Services, Backup and Disaster Recovery, Cloud Hosting, Telephony, and IT Security Services to Small and Medium Business in the greater Houston area and along the Gulf Coast. We are expanding and looking to grow our team.

We are an Equal Opportunity Employer offering a dynamic work environment, on the job training, IT Certification Training and Exam Reimbursement, and workplace perks including a kitchen stocked with coffee/espresso, gourmet teas and snacks.

General Summary:

Wanting a rockstar star Level 1 Help Desk and Level 2 Technician with MSP experience. Must be someone that has a drive to fix clients current issues and identify opportunities to help mitigate and prevent future support instances. You will have the opportunity to support clients onsite and remotely. Our clients generally range in size between 25 and 250 computer users and are in the greater Houston area.

This person will provide technical support to clients via support tickets and phone support. This person will also be required at times to travel onsite to perform tasks that cannot be completed remotely.

The ideal candidate will have a technical background, analytical skills, and proven problem-solving experience. Candidate will use their interpersonal skills to communicate with clients and provide a solution to their technical problems quickly, professionally, and excel in documentation of the problem and remedy.

Essential Duties and Responsibilities:

This position is fun and demanding role. You will work with other IT professionals to assist end-users and/or other technicians. Typical helpdesk work, projects, hardware builds, server migrations, and so much more; these are examples that you will get to work on and experience. There are plenty of opportunities to bring helpful ideas and creativity to this collaborative team-based environment. You will provide technical, user-friendly solutions to end user requests such as:

  • Active Directory management
  • Printer issues
  • Email issues
  • Application support
  • New user onboarding
  • User offboarding requests
  • Workstation/laptop setup

Knowledge, Skills, and/or Abilities Required:

Must have 3-5 years of experience being employed in an IT position with experience with Windows Desktops and Windows Servers. Experience with Labtech, ConnectWise Automate, ConnectWise Manage or Datto will be favored.

  • Previous experience of at least 3 to 5 years in an IT support role
  • Knowledge of AD, MS Server 2012 R2/Server 2016/Server 2019
  • Knowledge of Microsoft Office 365 Administration
  • Strong organizational skills and excel in documentation
  • Professional attire and demeanor
  • Excellent written and verbal communication skills
  • Must take absolute ownership and accountability of your duties and responsibilities


  • Health, Dental, Vision, and Life Insurance
  • 401(k) matching
  • Paid time off
  • Professional development assistance