Tier 1 Help Desk Associate
Type: Long-term Contract
Location: Dallas, TX
Work Setting: Onsite
We are seeking a Tier 1 Help Desk Associate to provide frontline support for our hardware and software platforms. This role is critical in ensuring smooth operations by troubleshooting desktop and laptop environments, addressing connectivity issues, and delivering outstanding customer service. You will manage and resolve user concerns, escalating complex technical problems to the IT Engineering team when necessary.
Key Responsibilities
Technical Support:
- Provide assistance for platforms such as OneDrive, Citrix, Microsoft 365, Teams, Windows 10/11, and Active Directory password resets.
- Support VPN, mobile email configurations, MFA (Google Authenticator), and printer installations.
Hardware & Software Deployment:
- Assist with configuring and deploying new hardware and software as needed.
- Collaborate with end users to upgrade and image computers.
Help Desk Operations:
- Deliver remote and onsite support using the ConnectWise ticketing system.
- Document troubleshooting steps and resolutions for future reference.
- Monitor and promptly respond to IT help desk requests via email or ticket tracking system.
- Prioritize and process tickets based on urgency, maintaining clear communication with users throughout the resolution process.
Customer Service:
- Demonstrate exceptional communication and problem-solving skills to ensure user satisfaction.
- Maintain a high standard of customer service during interactions.
Escalation & Reporting:
- Escalate unresolved issues to the Lead or Manager for further resolution.
- Provide updates and summaries of recurring issues to management.
Other Responsibilities:
- Be available for on-call and after-hours support when needed.
- Handle special projects or tasks as assigned by the Manager.
Qualifications
- Strong problem-solving and troubleshooting abilities.
- Excellent communication and customer service skills.
- Experience with ticketing systems like ConnectWise is preferred.
- Ability to multitask and prioritize tasks in a fast-paced environment.
