IT Help Desk Support

Dormont Manufacturing Co; Plano (TX); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive salary plus uncapped commission

20 Days PTO and 13 companywide holidays

Comprehensive health benefits

8 hours to volunteer

Job summary

Dormont Manufacturing Co is looking for an IT Help Desk Support I technician to ensure a secure and high-performing technology experience. You will provide advanced support in a SaaS-focused environment, troubleshooting complex hardware, software, and network issues, while collaborating closely with various internal teams.

The role requires strong technical support experience and entails mentoring junior staff, maintaining documentation, and working within ITSM frameworks. A competitive salary, PTO, and comprehensive benefits are included.

Qualifications

• 2+ years of help desk or technical support experience in SaaS/cloud environments.
• Strong knowledge in enterprise hardware and network fundamentals.
• Hands-on experience with Azure Active Directory and MFA security controls.
• Exceptional communication and customer-service skills.

Responsibilities

• Provide advanced technical support for hardware, software, network, and SaaS applications.
• Troubleshoot complex incidents across various platforms.
• Collaborate with IT teams on escalations.
• Monitor system performance and identify user-impacting trends.

Skills

Technical support

Troubleshooting

Remote support technologies

Customer service

Azure Active Directory / Entra ID

ITIL practices

Tools

Intune

MDM/MAM

Job description

About the Role:

The IT Help Desk Support I technician at TCP Software plays a critical role in ensuring a secure, reliable, and high‑performing technology experience for our workforce. This position supports a modern SaaS‑focused environment that includes cloud platforms, endpoint management, collaboration tools, and customer‑facing systems essential to delivering industry‑leading workforce management solutions.

The technician provides expert‑level troubleshooting, leads root‑cause analysis efforts, and partners closely with internal teams to maintain smooth operations across hardware, software, network, and cloud services. This person also mentors junior technicians, contributes to process maturity, and drives continuous improvement initiatives that elevate IT service delivery across TCP Software.

Responsibilities:

• Provide advanced technical support for hardware, software, network, SaaS applications, and cloud‑service issues.
• Troubleshoot and resolve complex incidents across Windows, macOS, mobile devices, Office 365, and TCP‑internal platforms.
• Manage and prioritize service tickets in line with SLA expectations.
• Collaborate with IT Operations, Security, Development, and Product teams on escalations or cross‑functional issues.
• Install, configure, and maintain endpoints, peripherals, and collaboration tools used across TCP Software.
• Support cloud‑based and hybrid infrastructure, including routine maintenance on systems used internally.
• Monitor system performance and proactively identify user‑impacting trends.
• Create and maintain documentation, knowledge base articles, and user‑friendly guides.
• Deliver IT onboarding sessions and end‑user training on tools and security best practices.
• Contribute to IT policy development and continuous‑improvement initiatives.
• Manage user accounts, role‑based access, and permissions in Entra ID and related platforms.
• Coordinate with external vendors for escalated support or hardware procurement.
• Assist with license audits, asset tracking, and SaaS application compliance.
• Support AV setups for internal meetings, company events, and hybrid‑work collaboration.
• Maintain strict adherence to TCP’s security, confidentiality, and data‑handling standards.
• Mentor junior help desk staff and contribute to a culture of excellence and teamwork.

Requirements

• 2+ years of experience in help desk or technical support roles, preferably in a SaaS or cloud‑centric environment.
• Strong knowledge of enterprise hardware, operating systems, and network fundamentals.
• Hands‑on experience with Azure Active Directory / Entra ID, user lifecycle management, and MFA/identity security controls.
• Proficiency with remote‑support technologies and modern endpoint‑management platforms (e.g., Intune, MDM/MAM).
• Advanced troubleshooting skills for complex workstation, application, and cloud‑service issues.
• Exceptional communication and customer‑service skills supporting a diverse, distributed workforce.
• Experience managing ticket queues and working within ITSM frameworks.
• Familiarity with audio/visual systems, Zoom / Teams Rooms, and conference‑room technology.
• Knowledge of ITIL practices (preferred).
• Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft role‑based certifications (preferred).
• Strong analytical, organizational, and documentation skills.
• Ability to mentor junior staff and support after‑hours escalation rotation.
• Understanding of data‑security, privacy, and confidentiality best practices relevant to SaaS organizations.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Benefits

• Competitive salary plus uncapped commission.
• 20 Days of PTO (Paid Time Off) and 13 days of companywide holidays.
• 8 hours to volunteer and impact the community.
• Comprehensive benefits (Health/Dental/Vision/ 401K).
• The work/life set up you need to be successful.
• Employee Choice Benefit.