IT Helpdesk Technician

Prime Communications, LP; Sugar Land, Northern (TX, KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Prime Communications, LP in Sugar Land, Texas is seeking a motivated IT Helpdesk Technician to join our in-office Support team, providing first-level technical assistance to store teams nationwide. This entry-level role offers hands-on experience across PCs, mobile devices, printers, and store technology in a fast-paced retail environment.

You will document issues in our ticketing system, troubleshoot a wide range of hardware and network devices, escalate complex problems, and assist with store

Qualifications

• Basic knowledge of computers and operating systems.
• Mobile devices and peripherals.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills.
• Ability to work efficiently in a fast-paced, high-volume support environment.
• Team-oriented mindset with a willingness to learn and grow.
• Strong attention to detail and organizational skills.

Responsibilities

• Provide first-level technical support via phone, email, and ticketing systems.
• Troubleshoot and resolve issues related to PCs, printers, and peripheral devices.
• Support iPads and mobile devices, payment terminals, routers, and switches, and ISP issues.
• Document issues, troubleshooting steps, and resolutions in the ticketing system.
• Escalate complex technical issues to senior IT staff or external vendors when necessary.
• Assist with new store setups, device provisioning, and technology rollouts.
• Collaborate with team members to ensure timely issue resolution and excellent customer support.
• Maintain professionalism and strong communication while handling high-volume support requests.

Skills

Computers & OS

Mobile devices

Troubleshooting

Communication

Fast-paced environment

Team collaboration

Attention to detail

Tools

Ticketing systems

PCs & printers

Routers & switches

iPads & mobile devices

Payment terminals

Job description

We are seeking a motivated and customer-focused IT Helpdesk Technician to join our team in a fast-paced, in-office environment supporting over 2,000 retail locations nationwide. This is an excellent opportunity for someone beginning their IT career who is eager to gain hands-on technical experience and grow within a dynamic support environment. The ideal candidate will have strong communication skills, a willingness to learn, and the ability to troubleshoot a wide range of technical issues.

Key Responsibilities

• Provide first-level technical support via phone, email, and ticketing systems
• Troubleshoot and resolve issues related to:
• PCs, printers, and peripheral devices
• iPads and mobile devices
• Payment terminals (Link 2500, Lane 7000)
• Routers and switches
• ISP-related issues
• Support store technologies including:
• Security camera systems
• IP-based safe locks
• Smart thermostats
• Accurately document issues, troubleshooting steps, and resolutions in the ticketing system
• Escalate complex technical issues to senior IT staff or external vendors when necessary
• Assist with new store setups, device provisioning, and technology rollouts
• Collaborate with team members to ensure timely issue resolution and excellent customer support
• Maintain professionalism and strong communication while handling high-volume support requests

Required Skills & Qualifications

• Basic knowledge of:
• Computers and operating systems
• Mobile devices and peripherals
• Strong problem-solving and troubleshooting skills
• Excellent verbal and written communication skills
• Ability to work efficiently in a fast-paced, high-volume support environment
• Team-oriented mindset with a willingness to learn and grow
• Strong attention to detail and organizational skills