IT Help Desk Pro: Level 1/1.5 Tech Support

Parkland Health; Dallas (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

Parkland Health located at 8435 Stemmons Bldg. seeks an IT Help Desk professional to provide Level 1/1.5 support by phone for connectivity, telephony, software, hardware, and smart devices.

You will interact with IT teams and document issues in the ticketing system, using knowledge base articles to troubleshoot and escalate when needed. Candidates should have a High School Diploma, with preferred IT studies or CompTIA certifications, and experience in service desk roles.

Qualifications

• High School Diploma required; additional IT education preferred.
• Experience in IT help desk or service desk environments.
• Certifications such as CompTIA A+/Network+ are preferred.

Responsibilities

• Provide Level 1/Level 1.5 technical support via telephone.
• Assist end-users with connectivity, telephony, software, hardware issues.
• Document issues in the IT ticketing system and reference knowledge base.
• Escalate complex problems to Level 2 as needed.
• Communicate clearly and empathetically with users, manage multiple tasks.

Skills

Customer service

Troubleshooting

Communication

Multitasking

Empathy

Critical thinking

Ticketing system

Research knowledge base

Remote support basics

Problem escalation

Education

High School Diploma

Bachelor's in IT / Business preferred

CompTIA certifications preferred

Microsoft Office certification preferred

Tools

IT ticketing system

Knowledge base access

Job description

Parkland Health located at 8435 Stemmons Bldg. seeks an IT Help Desk professional to provide Level 1/1.5 support by phone for connectivity, telephony, software, hardware, and smart devices.

You will interact with IT teams and document issues in the ticketing system, using knowledge base articles to troubleshoot and escalate when needed. Candidates should have a High School Diploma, with preferred IT studies or CompTIA certifications, and experience in service desk roles.