IT Help Desk Support Specialist

prototype:IT; Lewisville (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

prototype:IT, a leading Managed Service Provider in the Dallas-Fort Worth area, is looking for an IT Help Desk Support Specialist. This role involves providing remote assistance and diagnosing technical issues for clients across various industries. Candidates should have a minimum of 2 years in technical support, strong knowledge of Windows, and excellent communication skills.

prototpye:IT fosters a culture that prioritizes employee success and offers opportunities for professional growth in a challenging environment.

Qualifications

• Minimum of 2 years' experience in a technical support role.
• Strong technical skills in Windows and/or Mac operating systems.
• Ability to work effectively with users at all levels.

Responsibilities

• Provide remote technical assistance to clients.
• Respond to IT-related incidents and requests in a timely manner.
• Troubleshoot and diagnose technical problems.

Skills

Technical support experience

Windows and/or Mac OS proficiency

Microsoft Office Suite skills

Networking knowledge

Remote desktop support

Excellent communication skills

Problem-solving abilities

Ability to work independently and in a team

IT certifications (CompTIA A+, MCP)

Education

Degree in Information Technology or Computer Science

Job description

prototype:IT is seeking an IT Help Desk Support Specialist who is a problem-solver with a desire to grow their IT knowledge in a challenging and fast-paced environment. You will have the opportunity to support clients in a variety of industries, using the most current technologies, in a culture that puts their employees first. Our IT Help Desk Support Specialists provide technical support to customers by installing, configuring, repairing, and troubleshooting hardware and software problems.

Requirements

• Minimum of 2 years’ experience in a technical support role.
• A degree in Information Technology, Computer Science, or equivalent experience.
• Strong technical skills in Windows and/or Mac operating systems, Microsoft Office Suite, networking, and remote desktop support.
• Excellent communication skills, both written and verbal.
• Ability to work effectively with users at all levels of the organization.
• Strong problem-solving skills and ability to think creatively to find solutions.
• Ability to work independently and as part of a team.
• IT industry certifications, such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP), are a plus.

Essential Duties & Functions

• Provide remote technical assistance to clients who are experiencing software or hardware issues.
• Respond to IT-related incidents and requests in a timely and efficient manner.
• Troubleshoot and diagnose technical problems, including hardware and software issues, network connectivity, and printing problems.
• Escalate complex technical issues to appropriate IT staff as needed.
• Assist with installing and configuring software and hardware for employees.
• Act as a liaison with 3rd-party vendors to resolve technical issues or coordinate maintenance activities.
• Maintain accurate records of IT-related incidents, requests, and solutions using a help desk ticketing system.
• Contribute to the development and maintenance of IT documentation and procedures.
• Keep up-to-date with emerging trends and technologies in IT support.
• Assist with on-site appointments as needed to support business and client needs.
• Approach all encounters with customers and fellow employees in a friendly, service-oriented manner.
• Maintain compliance with prototype:IT standards, including regular attendance, grooming, and security guidelines.

About Prototype:IT

prototype:IT is one of the largest Managed Service Providers in the Dallas-Fort Worth metroplex, located in Lewisville, TX. Founded in 2005, prototype:IT has been delivering custom IT management services to a growing number of clients throughout the country. With our team of experienced IT technologists, we provide quality support and services that enables them to focus attention away from day-to-day IT challenges and back to their core business.

Why prototype:IT?

At prototype:IT, we are committed to putting our employees first and offer a culture built on our core values: Collaborative, Honest, Agile, Loyal and Knowledge Seeking. Check out how we how we “CHALK IT Up”!