Help Desk Support Technician

Job Description

North American Rail Solutions (NARS) is seeking an enthusiastic and detail-oriented Entry‑Level IT Help Desk Technician to join our team in the Dallas Fort Worth office. This individual will be responsible for providing technical support to end users via help desk tickets, telephone, and in‑person requests.

• Respond to end‑user requests for technical assistance by phone, email, and ticketing system to resolve issues quickly and efficiently.
• Troubleshoot and resolve basic computer, application, system, device, access, or performance issues.
• Research and respond to user questions, explaining complex fixes in plain language; escalates issues to appropriate teams when necessary.
• Instruct users how to use systems and applications for best practices and compliance with IT policies.
• Log and maintain user requests and solutions in the ticketing system.
• Administer user accounts across the country, such as resetting passwords, adding, and removing access (Office 365 portal).
• Support the installation and configuration of equipment system software.
• Provision end‑user devices such as laptops, tablets, and phone equipment.
• Provide endpoint management including remote support and patch management.
• Support asset management and maintain product life cycles.
• Support server and network management.
• Utilize network monitoring solution to support infrastructure and escalated when needed.
• Follow standard operating procedures and create new procedures for resolutions when appropriate.
• Record time accurately in the ticketing system, including documenting issue resolution.
• Participate in projects to advance department goals.
• Participate in an on‑call rotation to support staff outside of standard business hours.
• Administer SharePoint sites and manage permissions.
• Occasional travel required, up to 25%.
• Perform all other duties as assigned.

• High School Diploma or GED required.

• 2+ years experience in a similar help desk analyst role.
• 2+ years experience with hardware setup and configuration.
• Familiarity with Microsoft Autopilot and Copilot, SharePoint administration, and Office 365.

• Excellent communication skills, both written and verbal.
• Analytical and multitasking skills, with the ability to prioritize tasks.
• Knowledge of ITIL service management concepts.
• Time management and organization skills.
• Strong interpersonal and customer service skills.
• Ability to work independently and in a team environment.