IT Help Desk Technician – On-Call Support

Island Capital Group LLC; Irving (TX); On-site; USD 42,000 - 55,000; Full time

Job summary

Island Capital Group LLC is seeking an IT - Network Operations - Help Desk Associate to provide on-site and remote user support from Irving, TX. The role focuses on troubleshooting, documenting results, and proactive problem identification.

The candidate will handle after-hours on-call rotations, resolve hardware/software issues, and escalate complex problems while logging all activity and maintaining time records. Adequate multitasking and customer-service focus are essential.

Qualifications

• High school diploma required; A+ certification preferred.
• 3+ years supporting Windows 7 and newer.
• 3+ years in a high-volume customer service environment.
• Experience provisioning users and groups in Active Directory.
• Basic TCP/IP networking knowledge.
• Familiarity with Microsoft Office Suite (Outlook 2016+).
• Experience with ticketing/desktop management solutions.
• Experience supporting mobile devices and network printers.

Responsibilities

• Respond to requests for technical assistance in person, via phone, electronically.
• Respond to requests after hours and on weekends as part of an on call rotation.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Advise user on appropriate action.
• Follow standard help desk procedures per the Help Desk Manual.
• Log all help desk interactions into Change Gear.
• Complete IT work log daily (capture time spent on issues).
• Escalate problems to appropriate resource.
• Track and route problems and document resolutions.
• Stay current with system information, changes and updates.

Skills

Customer service

Problem solving

Communication

Time management

On-call support

Education

High school diploma

A+ Certification

Tools

Active Directory

Change Gear

Microsoft Office

Windows OS

Printer/Scanner support

Job description

Island Capital Group LLC is seeking an IT - Network Operations - Help Desk Associate to provide on-site and remote user support from Irving, TX. The role focuses on troubleshooting, documenting results, and proactive problem identification.

The candidate will handle after-hours on-call rotations, resolve hardware/software issues, and escalate complex problems while logging all activity and maintaining time records. Adequate multitasking and customer-service focus are essential.