IT Help Desk Specialist - End-User Support & Troubleshooting

Berry Appleman & Leiden LLP; Richardson (TX); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive pay

Discretionary annual bonus

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

Sick time

Unlimited vacation

401(k) with company match

Job summary

Berry Appleman & Leiden is seeking a proactive Helpdesk Support Specialist to join our IT support team. You will help end-users with technical issues and ensure smooth operation of our systems and software.

The role requires 1–2 years in a helpdesk, solid PC hardware knowledge, Windows/macOS familiarity, basic networking, and a customer‑centric mindset. BAL offers competitive pay, excellent benefits, and a collaborative culture.

Qualifications

• Associate degree or equivalent technical certification in Information Technology or related field.
• 1-2 years of experience in a helpdesk or technical support role.
• Strong knowledge of PC hardware, operating systems (Windows and/or macOS), and software applications.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience troubleshooting common IT issues (email, printers, software errors).
• Proficiency with help desk ticketing systems.
• Excellent verbal and written communication for non-technical users.
• Strong problem-solving and ability to work independently or in a fast-paced environment.
• Customer-centric mindset with commitment to high-quality service.
• Certs such as CompTIA A+, CompTIA Network+, or MCDST are a plus.

Responsibilities

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or in-person.
• Provide timely resolution to IT-related issues including hardware, software, network, and account access.
• Diagnose and troubleshoot technical issues using appropriate tools and resources.
• Guide end-users with step-by-step solutions and accurate information.
• Escalate complex issues to IT teams or vendors for resolution.
• Record and track all incidents in the help desk system with proper documentation.
• Prioritize workload to meet service levels and ensure timely resolution.
• Assist with account management tasks including creation, password resets, and access permissions.
• Install, configure, and maintain hardware (desktops, laptops, printers, peripherals).
• Install, upgrade, and troubleshoot software applications and operating systems.
• Contribute to IT knowledge base and train end-users on best practices.

Skills

PC hardware

Windows/macOS

Software applications

Networking concepts

Help desk experience

Communication skills

Education

Associate degree or equivalent certification in IT

Job description

Berry Appleman & Leiden is seeking a proactive Helpdesk Support Specialist to join our IT support team. You will help end-users with technical issues and ensure smooth operation of our systems and software.

The role requires 1–2 years in a helpdesk, solid PC hardware knowledge, Windows/macOS familiarity, basic networking, and a customer‑centric mindset. BAL offers competitive pay, excellent benefits, and a collaborative culture.