Information Technology Help Desk Technician

We are seeking a full-time I.T. Helpdesk Support Technician 1 to work on-site with a dynamic team and a rapidly growing company in the Dallas area. We are looking for an individual with a background in computer repair, troubleshooting, and familiarity with Windows 10/11 and the Microsoft 365 suite (Outlook, Word, Excel, Teams, One Drive, etc.) and some Mac OS experience.

The company offers health and retirement benefits, paid time off for full-time employees, and a opportunity to build and grow your I.T. career. Our IT department is seeking a dedicated IT professional to join our team on a full-time basis. The associate will be responsible for supporting our IT members during a normal work day with potential leadership responsibilities. This position will be based in the Trinity Dallas Office and the role will require the individual to be on-site (This is not a work from home position).

DUTIES AND RESPONSIBILITIES:

• User Account Management:
  Administer user accounts across different platforms, including account creation, password resets, MFA (Two-Factor Authentication) management, disabling accounts, and archiving user data.
• Technical Support:
  Provide desktop and laptop support, including imaging and re-imaging devices, coordinating shipping, delivery, and returns of IT equipment. Provide remote and on-site support, particularly for overseas team members.
• Help Desk Tickets:
  Respond to and resolve help desk tickets, escalating issues as needed and ensuring timely resolution to maintain high client satisfaction.
• Documentation:
  Manage and update IT requests and tickets to support users and clients, assist with technical documentation to improve internal processes.
• Asset Management:
  Participate in IT asset management and assist with IT projects, such as infrastructure upgrades.
• Collaboration:
  
  Work with the IT team to ensure smooth day-to-day operations and continuous improvement of IT services. Assist overseas IT team members with tickets and issues, maintaining Quality Assurance (QA) & SLA times.
• Special Projects:
  This position may participate and focus on assisting with specialized technical support on specific I.T. projects, (i.e. integration, migration, acquisitions, etc.), on a need to basis.

REQUIRED SKILLS/ABILITIES:

• Problem-solving skills
• Basic Computer & LAN knowledge
• Excellent verbal and written communication skills (English proficiency required)
• Operating systems knowledge (Windows, Mac OS, Phone OS). Linux a plus, but not required.
• Phone & Telecommunication Basic Support skills
• Quality Focus
• PC proficiency (Microsoft Operating Systems, Microsoft Office & Mac OS)
• On-Prem/Local PC & Microsoft Entra Cloud knowledge

EDUCATION AND EXPERIENCE:

• High school diploma, GED, or equivalent
• Prior information technology or operating systems experience preferred. 1 to 2+ years’ experience, preferred with strong I.T. troubleshooting and customer service skills.
• Identify any preferred education, certifications, licenses, or specialized training.
• Familiarity with basic office software (Windows, Office, Word, Excel, Outlook, One Drive, Teams)
• Prior experience or coursework related to IT help desk, desktop support, system administration.