IT Help Desk Support Specialist

Prototype IT; Lewisville (TX); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Continuous learning

Collaborative culture

Career growth opportunities

Job summary

prototype:IT is seeking an IT Help Desk Support Specialist to provide front-line technical assistance to clients, troubleshoot hardware, software, and network issues, and deliver friendly, professional support in a fast-paced MSP environment.

You’ll work with Windows and Mac, Microsoft 365, remote tools, document incidents, and collaborate with senior staff; on-site visits may occur as needed.

Qualifications

• 2+ years in technical support or help desk.
• Strong knowledge of Windows/Mac, Office 365, networking basics.
• Excellent communication skills.

Responsibilities

• Provide remote technical assistance to clients for hardware, software, and networking issues.
• Respond to support requests promptly and professionally.
• Troubleshoot Windows/Mac OS, Office 365, and network connectivity problems.
• Escalate complex issues to senior staff while guiding the customer experience.
• Document incidents and solutions in the ticketing system.
• Assist with on-site visits when required.
• Collaborate with vendors and team members to resolve issues.

Skills

Windows & Mac support

Microsoft 365

Remote support

Customer service

Problem solving

Education

Bachelor's in IT or related field

Tools

MS Office 365

Remote Desktop

Ticketing system

Job description

IT Help Desk Support Specialist

Love technology? Enjoy solving problems? Want to grow your IT career with a team that invests in your success?

At prototype:IT, we're more than an IT support company—we're a trusted technology partner helping businesses thrive through innovative solutions and exceptional service. We're looking for an IT Help Desk Support Specialist who is curious, customer-focused, and excited to expand their technical skills in a fast-paced Managed Services Provider (MSP) environment.

Every day brings something new. You'll support clients across a variety of industries, work with modern technologies, and collaborate with a team of experienced IT professionals who are passionate about helping both our clients and each other succeed. Whether you're troubleshooting a workstation issue, supporting Microsoft 365, resolving network challenges, or helping implement new technology solutions, you'll play a key role in delivering an exceptional customer experience.

This is an excellent opportunity for someone who enjoys continuous learning, thrives in a dynamic environment, and wants exposure to a broad range of technologies that accelerate career growth.

What You'll Do

As an IT Help Desk Support Specialist, you'll provide technical support to clients by installing, configuring, maintaining, repairing, and troubleshooting hardware, software, and network-related issues.

Essential Duties & Responsibilities:

• Provide remote technical assistance to clients experiencing hardware, software, and technology-related issues.
• Respond to support requests and IT incidents in a timely, professional, and efficient manner.
• Troubleshoot and diagnose technical problems including:
  • Windows and Mac operating systems
  • Microsoft Office and Microsoft 365 applications
  • Network connectivity issues
  • Printing and peripheral device problems
  • Remote access and desktop support issues
• Escalate complex technical issues to senior technical staff while maintaining ownership of the customer experience.
• Assist with the installation, configuration, and deployment of hardware and software solutions.
• Coordinate with third-party vendors to resolve technical issues and schedule maintenance activities.
• Maintain accurate documentation of incidents, service requests, troubleshooting steps, and resolutions within the help desk ticketing system.
• Contribute to the creation and maintenance of technical documentation, procedures, and knowledge base articles.
• Stay current on emerging technologies, industry trends, and best practices in IT support.
• Assist with occasional on-site client appointments as business needs require.
• Build strong relationships with clients by delivering friendly, professional, and service-focused support.
• Maintain compliance with prototype:IT standards, policies, security requirements, and attendance expectations.

What We're Looking For

We're seeking someone who enjoys solving problems, helping others, and continuously expanding their technical knowledge. The ideal candidate is naturally curious, customer-focused, and energized by working in a fast-paced environment where no two days are the same.

Successful team members at prototype:IT are committed to delivering an exceptional client experience. They enjoy learning new technologies, collaborating with teammates, and finding creative solutions to technical challenges.

If you're someone who takes pride in helping people, thrives on troubleshooting complex issues, and wants to build a long-term career in IT, you'll fit right in with our team.

Required Qualifications:

• Minimum of 2 years of experience in a technical support, help desk, or desktop support role.
• Degree in Information Technology, Computer Science, or equivalent combination of education and experience.
• Strong technical knowledge of:
  • Windows and/or Mac operating systems
  • Microsoft Office Suite and Microsoft 365
  • Networking fundamentals
  • Remote desktop and remote support tools
• Excellent written and verbal communication skills.
• Ability to communicate effectively with users at all levels of an organization.
• Strong analytical and problem-solving skills with the ability to think creatively and identify effective solutions.
• Ability to work independently while also contributing to a collaborative team environment.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• Industry certifications such as CompTIA A+, Network+ or Microsoft Certified Professional (MCP)

Why You'll Love Working Here

• Work with a wide variety of clients, technologies, and business environments.
• Gain exposure to modern cloud, networking, cybersecurity, and business technology solutions.
• Continuous opportunities to learn, grow, and advance your IT career.
• Collaborative team environment that encourages knowledge sharing and professional development.
• Meaningful work where your contributions make a visible impact.
• A people-first culture that values employees as much as clients.

About prototype:IT

prototype:IT is one of the largest Managed Service Providers (MSPs) in the Dallas-Fort Worth Metroplex, headquartered in Lewisville, Texas. Since 2005, we've been helping organizations across the country simplify technology, strengthen security, and improve business operations through customized IT management services.

Our experienced team of IT professionals partners with clients to eliminate day-to-day technology challenges, allowing them to focus on what matters most—growing their business.

Why prototype:IT?

At prototype:IT, our culture is built around our core values:

Collaborative. Honest. Agile. Loyal. Knowledge Seeking.

We call it "CHALK IT Up"—the foundation of how we work, support one another, and serve our clients every day.

If you're passionate about technology, enjoy helping people, and are looking for a place where you can grow your skills and build a rewarding career, we'd love to hear from you.