IT Service Desk Associate

Jobtailor; Plano (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Jobtailor in Plano, TX seeks a dedicated Technical Support Specialist to provide first‑level end-user assistance for technology issues. You will use remote control tools to diagnose problems, log incidents, and document interactions while escalating when required.

The role emphasizes strong communication, experience with Windows environments, and familiarity with hardware like Dell/HP/Lenovo. ITIL training and call center exposure are a plus, with opportunities to mentor others and improve

Qualifications

• 1+ years of technical troubleshooting experience.
• Strong communication and interpersonal skills.
• Microsoft Operating Systems experience: 1+ years in a Microsoft environment (Windows XP/7).
• Microsoft Office suites including Office 2003, 2007, 2010, 2013 and Office 365.
• Experience with Dell, HP or Lenovo hardware (laptops/desktops/printers).
• Experience with Active Directory, MFA, etc.
• ITIL training and/or experience.
• Previous experience in a call center environment.
• Applied experience troubleshooting software and hardware issues on laptops, desktops, printers, mobile devices and phones.

Responsibilities

• Provide first level technical support to end users for technology-related issues.
• Experience with Desktop Remote Control tools (e.g., Bomgar, LogMeIn, etc.).
• Experience using an incident tracking system.
• Ensure proper documentation for each interaction and escalates when necessary.
• Resolve all issues using standard practices, procedures and company-approved troubleshooting tools and workflow processes.
• Provide support to investigate data anomalies to determine possible root causes.
• Provide solutions and/or recommendations to end user problems reported to Service Desk.
• Maintain a working knowledge of the system user and training documentation and manage document changes and version control processes.
• As needed, provide support to coach/mentor system functional end user training.

Skills

Troubleshooting

Communication

Microsoft Windows

Incident tracking

Tools

Bomgar

LogMeIn

Active Directory

MFA

Job description

Responsibilities

• Provide first level technical support to end users for technology-related issues
• Experience with Desktop Remote Control tools (e.g., Bomgar, LogMeIn, etc.)
• Experience using an incident tracking system
• Ensure proper documentation for each interaction and escalates when necessary
• Resolve all issues using standard practices, procedures and company-approved troubleshooting tools and workflow processes
• Provide support to investigate data anomalies to determine possible root causes
• Provide solutions and/or recommendations to end user problems reported to Service Desk
• Maintain a working knowledge of the system user and training documentation and manage document changes and version control processes
• As needed, provide support to coach/mentor system functional end user training

Qualifications

• 1+ years of technical troubleshooting experience
• Strong communication and interpersonal skills
• Microsoft Operating Systems experience: 1+ years of Service Desk support experience in a Microsoft environment that includes Windows XP and Windows 7
• Microsoft Office suites including Office 2003, Office 2007, Office 2010, Office 2013 and Office 365
• Experience with Dell, HP or Lenovo hardware (laptops/desktops/printers)
• Experience with other applications such as Active Directory, MFA, etc.
• ITIL training and/or experience
• Previous experience in a call center environment
• Applied experience troubleshooting software and hardware issues on laptops, desktops, printers, mobile devices and phones

Core Competencies

Demonstrates expertise in providing first-level technical support, troubleshooting hardware and software issues, and maintaining documentation in a Microsoft environment. Proficient in using incident tracking systems and remote control tools to resolve end-user problems effectively.