Job Description

Job Description

Job Title: Help Desk / IT Support Specialist
Location: Dallas, TX 75201
Duration: Full Time

Job Overview

We are seeking a dedicated and customer-focused IT Helpdesk Analyst to join our IT support team. The ideal candidate will provide first-level technical assistance to internal or external users, troubleshoot hardware and software issues, and escalate more complex issues to higher-level support teams. The role requires strong communication skills, attention to detail, and a passion for solving IT problems efficiently.

• Respond to helpdesk tickets, emails, and calls from end users regarding IT issues.
• Provide first-line support for hardware, software, and network-related issues.
• Troubleshoot and resolve basic technical issues related to desktops, laptops, printers, mobile devices, and other peripherals.
• Assist users with password resets, account lockouts, and access-related issues.
• Document issues, resolutions, and interactions in the ticketing system.
• Escalate unresolved issues to Level 2 or higher-tier support when necessary.
• Guide users through step-by-step problem-solving processes.
• Perform basic system updates and installations remotely or on-site.
• Monitor system alerts and proactively address potential issues.
• Provide excellent customer service and follow up to ensure user satisfaction.
• Maintain a knowledge base of technical procedures and solutions for future use.
• Support software applications including Microsoft Office Suite, email clients, and other company-specific applications.
• Adhere to SLAs (Service Level Agreements) and ITIL best practices.
• Perform remedial repairs on computers, laptops, printers, and any other authorized peripheral equipment.
• ‘Have the capacity to learn existing and emerging technologies.
• Provide direct production support services for application users by responding to operational problems that are funneled to the team via helpdesk tickets.
• Support the various applications used by staff.
• Other duties as assigned.

Qualifications

• High school diploma
• 1+ year of IT-related help desk experience required.
• Ability to work within a team setting.
• Must be capable of managing multiple efforts with time-related constraints in a fast-paced environment.
• Demonstrate ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
• Above average Microsoft Office skills (Word, Excel, and other applications)
• Ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone.
• Good phone skills, professional demeanor, and previous customer service experience strongly desired
• Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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