After-Hours IT Support Desk Technician

Jobtailor; Plano (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Jobtailor in Plano, Texas is seeking a proactive IT Help Desk Specialist to resolve a range of technical issues and support end users. You will manage tickets, provide remote assistance, and document interactions.

The role emphasizes following SOPs, meeting KPI targets, and delivering clear customer support across devices and platforms. The position requires familiarity with VPN, desktop/server basics, and strong communication skills to ensure rapid, accurate problem resolution in a fast-paced

Qualifications

• IT fundamentals and A+ certifications or equivalent experience.
• 1+ year of professional help desk experience.
• Strong customer service skills and high attention to detail.
• Ability to follow instructions and adapt to fast-moving environments.
• Strong phone skills.

Responsibilities

• Identify, analyze, and resolve common technical issues across workstations, mobile devices, OS, software, hardware and peripherals.
• Manage ticket queue to ensure timely resolution.
• Provide customer support using remote connection software.
• Document thoroughly every customer interaction.
• Prioritize ticket flow by following SOPs and KB articles for resolution.
• Meet or exceed KPI goals.
• Troubleshoot advanced desktop issues, VPN connectivity, entry-level server support, hardware problems, and line-of-business support.

Skills

IT Fundamentals Certification

A+ Certification

Help Desk Experience

Customer Service Skills

Troubleshooting Skills

Attention to Detail

Adaptability

Instruction Following

Strong Phone Skills

Tools

Remote Connection Software

Ticketing System

Job description

• Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
• Manage ticket queue to ensure timely resolution
• Provide customer support using remote connection software
• Provide thorough documentation on each customer interaction
• Prioritize ticketing system flow by following SOPs and KB articles for resolution
• Meet or exceed KPI goals
• Troubleshooting of advanced desktop issues, VPN connectivity, entry-level server support, hardware issues, and line of business support

Requirements

• IT Fundamentals and A+ certifications, or equivalent professional experience
• 1+ year of professional help desk experience
• Strong customer service skills
• High attention to detail
• Ability to follow instructions and policiesAbility to adapt to changing and fast-moving environments
• Strong phone skills

Core Competencies

Demonstrates expertise in troubleshooting technical issues across various devices and systems, while providing exceptional customer support and maintaining thorough documentation. Proficient in managing ticket queues and adhering to standard operating procedures to meet key performance indicators.

Highest-signal resume keywords

• IT Fundamentals Certification
• A+ Certification
• Help Desk Experience
• Customer Service Skills
• Troubleshooting Skills

ATS Optimization Keywords

Hard Skills

• Technical Issue Resolution
• VPN Connectivity Troubleshooting
• Desktop Support
• Server Support
• Hardware Troubleshooting

Soft Skills

• Attention to Detail
• Adaptability
• Instruction Following
• Strong Phone Skills

Certifications & Qualifications

• IT Fundamentals Certification
• A+ Certification

Industry Keywords

• Customer Support
• SOPs
• KPI Goals
• Help Desk

Tools & Technologies

• Remote Connection Software
• Ticketing System