IT Help Desk Technician - Remote Support

Jobtailor; Plano (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Jobtailor in Plano, Texas is seeking a proactive IT Help Desk Specialist to resolve a range of technical issues and support end users. You will manage tickets, provide remote assistance, and document interactions.

The role emphasizes following SOPs, meeting KPI targets, and delivering clear customer support across devices and platforms. The position requires familiarity with VPN, desktop/server basics, and strong communication skills to ensure rapid, accurate problem resolution in a fast-paced

Qualifications

• IT fundamentals and A+ certifications or equivalent experience.
• 1+ year of professional help desk experience.
• Strong customer service skills and high attention to detail.
• Ability to follow instructions and adapt to fast-moving environments.
• Strong phone skills.

Responsibilities

• Identify, analyze, and resolve common technical issues across workstations, mobile devices, OS, software, hardware and peripherals.
• Manage ticket queue to ensure timely resolution.
• Provide customer support using remote connection software.
• Document thoroughly every customer interaction.
• Prioritize ticket flow by following SOPs and KB articles for resolution.
• Meet or exceed KPI goals.
• Troubleshoot advanced desktop issues, VPN connectivity, entry-level server support, hardware problems, and line-of-business support.

Skills

IT Fundamentals Certification

A+ Certification

Help Desk Experience

Customer Service Skills

Troubleshooting Skills

Attention to Detail

Adaptability

Instruction Following

Strong Phone Skills

Tools

Remote Connection Software

Ticketing System

Job description

Jobtailor in Plano, Texas is seeking a proactive IT Help Desk Specialist to resolve a range of technical issues and support end users. You will manage tickets, provide remote assistance, and document interactions.

The role emphasizes following SOPs, meeting KPI targets, and delivering clear customer support across devices and platforms. The position requires familiarity with VPN, desktop/server basics, and strong communication skills to ensure rapid, accurate problem resolution in a fast-paced