Frontline IT Support Technician

Socket.dev; Tyler (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

Heartland Security Insurance Group (HSIG) is seeking an IT Help Desk Technician to join the IT Department. You will provide desktop support, assist users, and handle basic technical issues across VoIP, servers, storage, networks, peripherals, and desktops.

As the first point of contact by phone or email, you will resolve incidents, document steps, and escalate when needed while delivering high‑quality customer service and maintaining up‑to‑date knowledge of technology trends.

Qualifications

• High school diploma or equivalent required.
• At least 1 year in IT Help Desk or similar experience.
• Pursuing an associate's degree.
• General knowledge of computer operations, desktop support, networking and troubleshooting.

Responsibilities

• Assist and support the IT Department with desktop support.
• Serve as the first point of contact for customers seeking technical assistance by phone or email.
• Perform remote troubleshooting and document steps taken.
• Provide accurate information on IT products or services and escalate issues when needed.
• Maintain hardware inventory and administer the ticketing system.
• Train users on client technologies and help resolve system issues.

Skills

Customer service

Troubleshooting

Computer operations

Education

High school diploma or equivalent

Pursuing an associate's degree

Tools

IT ticketing system

VoIP systems

Servers & storage

Printers

Networking

Job description

Heartland Security Insurance Group (HSIG) is seeking an IT Help Desk Technician to join the IT Department. You will provide desktop support, assist users, and handle basic technical issues across VoIP, servers, storage, networks, peripherals, and desktops.

As the first point of contact by phone or email, you will resolve incidents, document steps, and escalate when needed while delivering high‑quality customer service and maintaining up‑to‑date knowledge of technology trends.