Tier 1 Help Desk

Position: Tier 1 Help Desk, Contract
Job Description

Tier 1 Help Desk Technician

Location: Plano, TX
Employment Type: Contract (July 1 Start Date Required)
Work Arrangement: 100% Onsite
Schedule: Monday - Friday | 8:00 AM - 5:00 PM
Compensation: $20.00 - $22.00 per hour

Position Overview

Wheeler Staffing Partners is seeking a customer-focused Tier 1 Help Desk Technician for a contract opportunity in Plano, Texas. This role serves as the first point of contact for employees experiencing technical issues and is responsible for providing timely, professional, and effective IT support.

The ideal candidate has experience supporting end users in a Microsoft environment, strong troubleshooting skills, and a commitment to delivering exceptional customer service. This position requires the ability to communicate technical information clearly to users with varying levels of technical knowledge while maintaining a positive and solutions-oriented approach.

Key Responsibilities

• Serve as the primary point of contact for end-user technical support requests.

• Provide support via phone, email, and ticketing systems.

• Deliver exceptional customer service to onsite and remote employees.

• Troubleshoot and resolve hardware, software, password, access, and connectivity issues.

• Create, modify, and deactivate user accounts within Active Directory and Microsoft 365 environments.

• Perform user provisioning, onboarding, offboarding, and access management activities.

• Reset passwords, unlock accounts, and manage user permissions.

• Support Microsoft Office applications including Outlook, Word, Excel, PowerPoint, and Teams.

• Assist remote employees with VPN, workstation, and connectivity issues.

• Install, configure, and troubleshoot desktop computers, laptops, printers, mobile devices, and related peripherals.

• Document incidents, service requests, troubleshooting steps, and resolutions within the ticketing system.

• Escalate complex technical issues to higher-level support teams when appropriate.

• Follow established IT procedures, service standards, and security policies.

• Contribute to knowledge base articles and end-user support documentation.

• Participate in team meetings, training initiatives, and continuous improvement efforts.

Required Qualifications

Experience

• 1-3 years of Help Desk, Desktop Support, Technical Support, or IT Customer Support experience.

• Experience supporting end users in a Microsoft environment.

• Hands-on experience administering Active Directory user accounts.

• Experience with user provisioning, onboarding, offboarding, and account management.

• Experience supporting Microsoft Office 365 applications.

• Experience troubleshooting connectivity and remote user issues.

• Familiarity with ticketing systems and service request management.

Technical Skills

• Working knowledge of Windows operating systems and desktop hardware.

• Understanding of Active Directory and Microsoft 365 environments.

• Experience troubleshooting hardware, software, account access, and connectivity issues.

• Ability to document support activities accurately and thoroughly.

Professional Skills

• Excellent verbal and written communication skills.

• Strong customer service and interpersonal abilities.

• Exceptional problem-solving and troubleshooting skills.

• Ability to explain technical concepts to non-technical users.

• Strong organizational skills with attention to detail.

• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience with Microsoft 365 Administration.

• Familiarity with Azure Active Directory (Entra ).

• Experience supporting hybrid or remote work forces.

• Exposure to VPN troubleshooting and mobile device support.

• CompTIA A+, Microsoft Fundamentals, or related certifications preferred.

Key Success Factors

• Outstanding customer service mindset.

• Strong sense of urgency and responsiveness.

• Excellent attendance, reliability, and accountability.

• Ability to remain calm, patient, and professional under pressure.

• Strong team collaboration skills and willingness to learn.

• Commitment to providing a high-quality end-user experience.

Why Work With Wheeler Staffing Partners?

Wheeler Staffing Partners connects talented professionals with leading organizations nationwide. We are committed to helping candidates advance their careers while supporting employers with exceptional talent across information technology, engineering, healthcare, accounting and finance, human resources, operations, and professional services.

Meet Your Recruiter

Rachel Wiseman
Recruiter