IT Service Desk Specialist — Remote & In‑Person

D.A. Davidson; Plano (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental and Vision

401(k) and ESOP contribution

Vacation and parental leave

Paid holidays

Professional Development Opportunities

Tuition Reimbursement

Job summary

D.A. Davidson in Plano, TX is seeking an IT Help Desk Specialist to support users across business groups, resolve incidents, and escalate when needed.

You will work in person and remotely as required, triaging issues with a calm, customer-focused approach. Candidates should have a strong foundation in hardware, software, and IT support processes, with excellent communication, teamwork, and a willingness to pursue ITIL certifications.

Qualifications

• Experience with service desk systems and incident management.
• Proficient in basic computer hardware and software support.
• Bachelor’s degree in IT or related field or equivalent experience.
• Strong communication and customer service skills; able to explain technical concepts to non‑technical users.
• Ability to work in a team and adhere to policies and procedures.
• Willingness to obtain ITIL foundation certification within 1 year.

Responsibilities

• Respond to incidents and requests, resolve or escalate as needed.
• Be logged into the support queue and provide escalation support.
• Troubleshoot user hardware, software, and security credentials.
• Evaluate workload and performance to suggest improvements to IT management.
• Support business applications, licensing, training, and documentation.
• Adhere to cybersecurity best practices and maintain data confidentiality.
• Maintain regular attendance and provide end‑to‑end user support.

Skills

Service Desk

Hardware basics

Microsoft Office

Communication

Customer service

Teamwork

ITIL awareness

Education

Bachelor’s degree in IT or related field

Tools

ITSM tools

Ticketing systems

Job description

D.A. Davidson in Plano, TX is seeking an IT Help Desk Specialist to support users across business groups, resolve incidents, and escalate when needed.

You will work in person and remotely as required, triaging issues with a calm, customer-focused approach. Candidates should have a strong foundation in hardware, software, and IT support processes, with excellent communication, teamwork, and a willingness to pursue ITIL certifications.