Help Desk Technician — Empathetic IT Support Specialist

ACH Child and Family Services; Fort Worth (TX); On-site; USD 40,000 - 56,000; Full time

Job summary

ACH Child and Family Services in Fort Worth, TX seeks an IT Helpdesk Specialist to provide technical assistance for computer systems, hardware and software, and to manage employee requests via phone, email, or in person.

Responsibilities include ticketing, diagnosing issues, supporting MS Office, Active Directory and Exchange, and delivering user training while maintaining HIPAA awareness.

Qualifications

• Bachelor's degree or 3+ years in a related role preferred.
• CompTIA A+ or other IT certifications required.
• Experience in non-profit environment preferred; CompTIA A+ required within 60 days.

Responsibilities

• Provide technical assistance and support for computer systems, hardware, and software via multiple channels (phone, email, in‑person).
• Document requests in an electronic ticketing system and triage needs.
• Escalate high-priority issues and follow up with customers on status and resolution timelines.
• Set up and support users in Active Directory/Exchange and maintain software/hardware configurations.

Skills

Customer service

Technical aptitude

Empathy

Communication

Education

Bachelor's degree

CompTIA A+ certification

Tools

Active Directory

Exchange

Helpdesk ticketing system

Job description

ACH Child and Family Services in Fort Worth, TX seeks an IT Helpdesk Specialist to provide technical assistance for computer systems, hardware and software, and to manage employee requests via phone, email, or in person.

Responsibilities include ticketing, diagnosing issues, supporting MS Office, Active Directory and Exchange, and delivering user training while maintaining HIPAA awareness.