IT Help Desk Agent — Level 1 Support & Troubleshooting

Parkland Health and Hospital System (PHHS); Dallas (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Parkland Health and Hospital System is seeking an IT Help Desk Specialist to provide Level 1/1.5 support by phone for clinicians and staff. You will triage connectivity, telephony, software, hardware, peripherals, and smart devices, documenting steps in the ticketing system.

You will escalate complex issues to Level 2 and contribute to knowledge base updates. The role requires a High School Diploma, 3 years of help desk experience, strong communication, empathy, and ability to multitask across

Qualifications

• High School Diploma required; bachelor's degree preferred in IT or business.
• Three years of intermediate IT help desk or service desk experience.
• Experience with IT ticketing systems; familiarity with major incident management.
• Prefer CompTIA certifications (A+, Network+, Security+) and Microsoft certs.

Responsibilities

• Provide Level 1/Level 1.5 technical support via phone for connectivity, telephony, software, hardware, and smart devices.
• Collaborate with IT teams to diagnose and resolve issues; document steps in the ticketing system.
• Reproduce problems, escalate to Level 2 when needed, and seek workarounds.
• Meet quality KPI targets and strive to improve customer satisfaction.

Skills

Service desk

Troubleshooting

Effective communication

Multitasking

Empathy

Ticketing system

Knowledge base research

Customer support

Education

High School Diploma

Bachelor's degree preferred (IT/Business)

CompTIA certifications preferred

Tools

Ticketing software

Job description

Parkland Health and Hospital System is seeking an IT Help Desk Specialist to provide Level 1/1.5 support by phone for clinicians and staff. You will triage connectivity, telephony, software, hardware, peripherals, and smart devices, documenting steps in the ticketing system.

You will escalate complex issues to Level 2 and contribute to knowledge base updates. The role requires a High School Diploma, 3 years of help desk experience, strong communication, empathy, and ability to multitask across