IT Support Technician

Ektello; Irving (TX); Hybrid; USD 32,000 - 40,000; Full time

Benefits offered by this job

Company-provided laptop

Hardware essentials

Job summary

Ektello in Irving, TX is seeking an IT Support Technician for a hybrid, 6+ month contract to hire. The role provides first- and second-line support for Windows and macOS across desktops, laptops, and peripherals, with hands-on and remote troubleshooting to keep operations running smoothly.

You will handle ticketing, equipment setup, and collaboration with IT engineers and security teams while maintaining accurate records and following SLAs.

Qualifications

• 1-3 years hands-on IT support, help desk, or tech assistant roles.
• Experience troubleshooting Windows and macOS, desktops, laptops, and peripherals.
• Experience with enterprise ticketing systems (ServiceNow, Jira Service Desk, Zendesk).
• Familiarity with user access management, basic network troubleshooting, and onboarding/offboarding processes.

Responsibilities

• Provide first- and second-line support for hardware, software, and network inquiries (Windows and macOS).
• Diagnose and resolve issues on desktops, laptops, mobile devices, printers, and business apps.
• Install, configure, deploy, and maintain computers, mobile hardware, peripherals, and software.
• Assist with user access, password resets, onboarding/offboarding, and general tech questions.
• Log, track, and resolve tickets within SLAs; maintain documentation and knowledge bases.

Skills

Technical troubleshooting

Customer service

Time management

Documentation

Education

Associate’s or Bachelor’s degree in IT/CS/IS

Tools

ServiceNow

Jira Service Desk

Zendesk

Job description

IT Support Technician Location: Hybrid (Irving, TX) Position Type: 6 + month contract to HIRE Experience Level: Entry to Mid-Level (1-3 Years of Experience) Rate: 26.00 /hr. W2 Equipment: Company-provided laptop and hardware essentials

Position Summary We are seeking a customer-focused and detail-oriented IT Support Technician to join our technology team. In this hybrid role, you will provide first- and second-line technical support for hardware, software, system, and network issues across the organization. You will assist end users, perform hands-on and remote troubleshooting, maintain IT equipment, and support daily operations to ensure a secure, reliable, and efficient technology environment.

Key Responsibilities

• Technical Support: Provide first- and second-line support for hardware, software, and network inquiries across Windows and macOS environments.
• Troubleshooting: Diagnose and resolve technical problems related to desktops, laptops, mobile devices, printers, peripherals, and business applications.
• System & Device Setup: Install, configure, deploy, and maintain computers, mobile hardware, peripherals, and approved software suites.
• User Assistance & Access Management: Assist employees with account access issues, password resets, system onboarding/offboarding, and general technology questions.
• Ticket Management: Log, track, prioritize, and resolve support tickets within established Service Level Agreements (SLAs).
• Maintenance & Updates: Perform routine operating system updates, software patches, hardware checks, and preventative maintenance.
• Inventory Management: Track IT hardware inventory, manage equipment assignments, and support asset lifecycle processes.
• Network Support: Assist with basic network troubleshooting, local connectivity issues, and device network configurations.
• Documentation: Maintain clear, accurate records of technical procedures, system configurations, and support activity logs.
• Cross-Functional Collaboration: Partner with IT engineers, system administrators, and security teams to support broader infrastructure initiatives.
• Perform all other duties as assigned to support daily business continuity.

Required Qualifications & Experience

• Experience: 1-3 years of hands-on experience in IT support, help desk operations, or technical assistant roles.
• OS & Hardware Knowledge: Demonstrated experience troubleshooting Windows and/or macOS operating systems, desktop/laptop hardware, mobile devices, and peripherals.
• Ticketing Systems: Experience using enterprise ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk, or similar).
• Network & Access Basics: Familiarity with user access management, basic network connectivity troubleshooting (Wi-Fi, VPN, LAN), and workstation setup.
• Time Tracking: Comfortable recording daily time and support activities accurately into the designated vendor management platform.
• Education: Associate’s or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related technical field (Equivalent hands‑on experience will be considered).

Key Skills & Competencies

• Technical Troubleshooting: Strong diagnostic skills to identify and resolve common hardware, software, and network issues efficiently.
• Customer Service & Communication: Excellent interpersonal and communication skills with a customer‑first approach to supporting end users of varying technical abilities.
• Time Management: Ability to manage competing priorities, handle multiple support tickets simultaneously, and meet SLA commitments.
• Documentation: Strong attention to detail in logging technical notes, updating ticket statuses, and creating user‑facing knowledge guides.

Work Environment & Logistics

Schedule: Hybrid work arrangement (combination of in‑office support and remote work).

Equipment: All necessary hardware, computer equipment, and peripherals will be provided.

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