IT Support Technician - 100% Remote

About the Company
IronEdge is an IT solutions provider serving small and medium-sized businesses. The company focuses on helping clients resolve technology challenges while delivering a strong service experience. Its culture emphasizes teamwork, continuous learning, integrity, courage, and ownership. IronEdge is Great Place to Work® Certified™ and has been recognized among leading managed service providers through industry lists such as the CRN MSP 500 and Channel Futures MSP 501.
About the Role
IronEdge is seeking an IT Support Technician to provide front-line technical assistance to end users. This role involves troubleshooting servers, network systems, software, and peripheral devices, resolving support requests, and visiting client sites when needed.
The technician will work independently and with other team members to resolve technical issues, document work, and escalate complex problems to senior staff. Strong customer service skills are essential, as the role involves assisting users at different levels of an organization, including executive contacts.
This is a remote position open to applicants residing in Texas, New Mexico, Arizona, Colorado, or Kansas. The position is nonexempt, with an annual salary range of $39,000–$44,999.
Key Responsibilities
Provide front-line IT support to end users and troubleshoot technical issues.
Diagnose and resolve problems involving servers, network systems, software, and peripheral devices.
Use ticketing and remote access systems to manage and address support requests.
Escalate complex technical issues to senior team members when necessary.
Document technical issues, troubleshooting steps, and resolutions using written documentation.
Communicate effectively with colleagues across teams through Microsoft Teams.
Provide friendly, professional support to clients over the phone and in person.
Dispatch to client sites when required to address technical issues.
Exercise sound judgment and develop practical solutions that support long-term system stability.
Complete support tickets according to company standards while managing multiple tasks and priorities.
Assist with training end users or new team members when needed.
Continue developing technical knowledge and skills to improve support capabilities.
Required Qualifications
At least one year of experience in a Tier 1 IT support role.
Experience creating and using written technical documentation.
Experience with ticketing systems and remote access tools.
Strong troubleshooting, decision-making, and problem-solving abilities.
Effective communication skills and the ability to work with colleagues across different functions.
A customer-focused approach when assisting clients by phone and in person.
Ability to multitask, plan work, prioritize requests, and maintain attention to detail.
Ability to work independently and collaboratively to resolve technical issues.
Preferred Qualifications
Experience working for a Managed Services Provider (MSP).
Previous experience in a customer service role.
Relevant certifications from CompTIA or Microsoft.
Salary and Benefits
The annual salary range is $39,000–$44,999. This is a nonexempt position.
Benefits include:
Medical, dental, and life insurance, with IronEdge paying a portion of employee premiums.
Vision insurance.
Accidental Death and Dismemberment (AD&D) insurance.
Short-term and long-term disability insurance.
Flexible Spending Account (FSA) and Health Savings Account (HSA).
Flexible time off and paid holidays.
401(k) plan with employer matching.
Location and Background Check Requirements
This is a remote position available only to applicants residing in Texas, New Mexico, Arizona, Colorado, or Kansas. All candidates must successfully complete a criminal background check. Additional checks may apply when the position involves access to sensitive information or secure facilities.
Applicants must also pass a Criminal Justice Information Services (CJIS) fingerprint-based background check and maintain CJIS eligibility. Disqualifying records under the stated CJIS requirements include felony convictions, felony deferred adjudication, Class A or B misdemeanor deferred adjudication, Class B misdemeanor convictions, open arrests for criminal offenses, and family violence convictions.
Company Values
IronEdge is committed to creating a positive, inclusive workplace where employees can develop their skills and contribute to shared success. Its approach is guided by teamwork, continuous learning, integrity, courage, ownership, and a focus on providing great experiences for clients and employees alike.

Work arrangement
Yes