IT Support Technician - Tier 3

Are you looking for an exciting career in business-to-business technology sales? Visual Edge IT is comprised of talented, driven, and passionate people who work to provide unduplicated service to our internal and external clients. We encourage one another at every level, and our efforts are supported by employee driven, world class benefits that enable us to enjoy our lives outside the office while building fulfilling careers.

If you want to work for a company where you can build a career and be part of an amazing team, we would love to hear from you!

Visual Edge IT promotes a healthy work-life balance for employees by offering competitive pay, PTO, and a number of paid holidays per year. We are always reviewing and finding new ways to support our employees’ unique needs.

Visual Edge IT offers multiple plans to choose from to fit your individual needs. We offer medical, dental, vision, short term disability, long term disability, voluntary life insurance, employee assistance program, and wellness programs. We provide all of our employees a $50k life insurance policy at no cost to our team members.

We encourage growth from within Visual Edge IT. We seek outside candidates who are driven that we can nurture along a career path and we hire/promote internally. We also have opportunities to develop talent through training programs.

Visual Edge IT gives employees access to a 401k program and offers an employer match benefit. Visual Edge IT will match 100% of an employee’s contribution up to the first 3% and will provide an additional 50% match on the next 2% of the employee contribution.

Location: Houston, TX

Job :2224

# of Openings:1

Empowering Businesses. Enabling Success.

At Visual Edge IT, we help organizations nationwide harness the power of technology to work smarter, stay secure, and grow stronger. From managed IT services and cybersecurity to print solutions and document workflow, we deliver innovative, customized strategies that give our clients the edge in an ever-changing business landscape. Our nationwide network combines the personalized service of local teams with the strength and resources of a national leader—ensuring that every client gets both technology that works and people who care.

With more than two decades of experience and a team of over 1,000 technology professionals, we pride ourselves on building partnerships that go beyond service contracts. When you join Visual Edge IT, you become part of a collaborative, solutions-driven culture where your expertise helps shape the future for businesses across the country. Together, we don’t just solve technology challenges—we create opportunities for success.

Job Summary:

Are you passionate about technology and enjoy solving problems that make a real difference for customers? Visual Edge IT is seeking an IT Support Technician to join our growing Service Desk team.

In this role, you'll serve as the first point of contact for customers seeking technical support, providing remote troubleshooting and exceptional customer service across a wide variety of IT environments. You'll diagnose technical issues, guide customers through solutions, manage support tickets from start to finish, and collaborate with internal technical teams to ensure timely issue resolution.

This is an excellent opportunity for a technology professional who enjoys working in a fast-paced environment, thrives on delivering outstanding customer experiences, and wants to continue growing their technical knowledge and career.

Primary Responsibilities:

• Serve as the first point of contact for customers requesting technical assistance via phone, email, and remote support tools.
• Diagnose and troubleshoot hardware, software, operating system, networking, and Microsoft 365 issues using established troubleshooting methodologies.
• Guide customers through step-by-step problem resolution while delivering exceptional customer service.
• Document incidents, troubleshooting activities, resolutions, and customer communications within the ticketing system.
• Manage support tickets from initial request through resolution while meeting established service level agreements…