Afterhours IT Support Desk Technician

Jobtailor; Plano (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Jobtailor is seeking an IT Help Desk specialist in Plano, TX to resolve issues across workstations, mobile devices, and software while delivering strong customer service. You will manage tickets, document interactions, and provide remote support using standard tools.

Ideal candidates have 1+ year of help desk experience, IT Fundamentals and A+ certifications, and the ability to follow procedures in a fast-moving environment with attention to detail and effective phone skills.

Qualifications

• IT fundamentals and A+ certification or equivalent experience.
• 1+ year of professional help desk experience.
• Strong customer service skills and attention to detail.

Responsibilities

• Identify, analyze, and resolve common technical issues involving workstations, mobile devices, OS, software, hardware, and peripherals.
• Manage the ticket queue to ensure timely resolution.
• Provide customer support using remote connection software and document every interaction.
• Prioritize ticket flow by following SOPs and KB articles for resolution.
• Meet or exceed KPI goals and troubleshoot VPN connectivity as needed.
• Provide entry-level server support and support line-of-business users.

Skills

IT Fundamentals

A+ Certification

Help Desk Experience

Education

IT Fundamentals Certification

A+ Certification

Tools

Remote Connection Software

Ticketing Systems

Job description

• Identify, analyze, and resolve common technical issues, questions, and problems involving workstations, mobile devices, operating systems, software, hardware, and peripherals
• Manage the 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
• Troubleshoot advanced desktop issues
• Troubleshoot VPN connectivity
• Provide entry-level server support
• Resolve hardware issues
• Provide line-of-business support
• Respond to tickets, analyze issues, isolate problems, and implement solutions
• Support customers by phone and through ticketing systems

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 policies
• Ability to adapt to changing and fast-moving environments
• Strong phone skills
• Consistent hand and finger dexterity necessary to operate computer equipment
• Consistently required to sit, stand, walk, talk, hear, and see
• Routine use of hands to type
• Occasional need to stoop, kneel, crouch, twist, crawl, reach, and stretch
• Occasional need to walk around the office
• Consistent vision abilities required; close vision, depth perception, and ability to focus
• Occasional need to lift and/or move up to 30 pounds
• Ability to work in an open office environment with steady conversation and interruption

Core Competencies

Demonstrates expertise in troubleshooting technical issues across workstations, mobile devices, and operating systems while providing exceptional customer support. Proficient in managing ticketing systems 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
• Ticketing System Management

ATS Optimization Keywords

Hard Skills

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

Soft Skills

• Attention to Detail
• Adaptability
• Strong Phone Skills

Certifications & Qualifications

• IT Fundamentals Certification
• A+ Certification

Industry Keywords

• Help Desk
• Customer Support
• SOPs
• KPI Goals
• Line-of-Business Support

Tools & Technologies

• Remote Connection Software
• Ticketing Systems