IT Help Desk Specialist, Tier 1 Support

Mcnaughton Mckay Group; San Antonio, Schertz (TX, TX); On-site; USD 36,000 - 48,000; Full time

Job summary

Mcnaughton Mckay Group in San Antonio, TX seeks an IT Help Desk Support, Tier 1, to serve as the front line for internal IT support. You will handle tickets, troubleshoot hardware and software, and assist users across office, warehouse, and field locations.

Strong communication and documentation are essential to provide a positive support experience. The role emphasizes first-contact resolution, customer service, and collaboration with IT to improve processes and training.

Qualifications

• Entry-level IT support role with strong people skills.
• Basic knowledge of Windows OS and networking concepts.
• Experience documenting support activity clearly in a ticketing system.

Responsibilities

• Provide timely, professional IT help desk support to employees.
• Be the first point of contact for hardware, software, network access, and mobile devices.
• Build relationships with users across the business to promote productive work.
• Resolve issues at first contact when possible and communicate next steps clearly.
• Document incidents, steps taken, and resolutions in the ticketing system.
• Escalate complex issues with full context and recommended actions.
• Assist with onboarding and end-user training as needed.
• Maintain accurate records of hardware and software assets.

Skills

Windows knowledge

Customer service

Communication

Troubleshooting

Documentation

First contact resolution

Tools

Ticketing systems

Remote access tools

Job description

Mcnaughton Mckay Group in San Antonio, TX seeks an IT Help Desk Support, Tier 1, to serve as the front line for internal IT support. You will handle tickets, troubleshoot hardware and software, and assist users across office, warehouse, and field locations.

Strong communication and documentation are essential to provide a positive support experience. The role emphasizes first-contact resolution, customer service, and collaboration with IT to improve processes and training.