IT Help Desk Tier 1 - Bilingual

DEX Imaging; Dallas (TX); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Paid time off after 90 days

Eligibility for 401K and health benefits after 60 days

Paid holidays

Job summary

DEX Imaging, located in Dallas, Texas, is hiring an IT Tier 1 Helpdesk Agent. This role engages as the first point of contact for technical support to internal users and various vendors.

The ideal candidate will possess strong troubleshooting skills and knowledge of systems including Windows and Mac OS. You will assist with IT requests, perform hardware maintenance, and help ensure effective client PC connectivity. Offered benefits include 401K and health options after 60 days.

Qualifications

• High School diploma required, technical school or 2+ years of IT helpdesk experience.
• CompTIA A+ Certification or equivalent experience preferred.
• Knowledge of Mac and PC hardware, printers, scanners, and mobile devices.
• Ability to diagnose and resolve basic technical issues.

Responsibilities

• Serving as the first point of contact for technical assistance over the phone or email.
• Performing remote troubleshooting through diagnostic techniques.
• Creating accounts and configuring hardware as part of the onboarding process.
• Managing and monitoring internal assets for inventory accuracy.

Skills

Customer service skills

Troubleshooting skills

Knowledge of Windows 7

Knowledge of Mac OS X

Knowledge of Google Collaboration Apps

Knowledge of Office 365

Ability to communicate technical information

Education

High School diploma

CompTIA A+ Certification

Tools

Desktop security products

Job description

Dex Imaging is a leading provider of document handling equipment and services with multiple offices and locations throughout the United States. Vendor agnostic providing the best document handling solutions in the industry with no dependency on a single manufacturer. Dex Imaging is a leader in information technology and a manufacturer of associated electronic document handling reporting devices.

We are looking for a IT Tier 1 Helpdesk Agent to act as point of contact for technical support of internal users, as well as several vendors from Dex’s managed IT services. They respond to incoming requests for IT support and resolve network, hardware and software issues with computers. They also perform technical maintenance and software installations and updates.

Duties and Responsibilities

• Serving as the first point of contact for customers seeking technical assistance over the phone or email.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Follow up on outstanding requests and ensure timely resolution.
• Create accounts and configure hardware as part of on‑boarding process.
• Support audio and video equipment in conference rooms.
• Manage and monitor internal assets to ensure accurate inventory records; track, route, and escape unresolved issues to Service Manager.
• Deliver hardware support including replacing SSDs/HDDs, adding RAM, identifying and replacing damaged equipment.
• Client PC connectivity - ethernet, TCP/IP and VPN.

Experience and Qualifications

• High School diploma required, technical school or 2 plus years of IT helpdesk experience.
• CompTIA A+ Certification or equivalent experience preferred.
• Knowledge of Windows 7, Mac OS X, Google Collaboration Apps and Office 365.
• Knowledge of Mac and PC hardware, printers, scanners, computer peripherals, mobile devices (iOS, Android).
• Strong customer service and troubleshooting skills.
• Ability to communicate technical information, both verbal and written, to a wide range of end‑users.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Experience with desktop security products.

Dex Benefits

• After 90 days, accrue paid time off.
• After 60 days, eligible for 401K, health benefits (Medical, Dental, Vision & Life).
• Paid holidays.