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.
Responsibilities
IT Support
- 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.