Onsite IT Help Desk Technician | End-User Support (Dallas)

Buchanan Technologies; Dallas, Northern (TX, KY); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Buchanan Technologies is seeking a Help Desk Analyst for a long-term, onsite engagement in the Dallas–Fort Worth area. The role provides end-user support via phone, chat, email, and tickets, troubleshooting hardware, software, network, applications, and POS issues while adhering to service desk procedures and security requirements.

The ideal candidate is customer-focused, capable of working independently, and experienced in resolving issues that could not be addressed during initial contact.

Qualifications

• Strong customer-service and communication skills.
• Experience supporting users via phone, chat, email, and ticketing systems.
• Solid knowledge of desktop hardware, software, networking, and enterprise applications.
• Ability to research technical problems and apply documented solutions.
• Experience creating or updating technical documentation and SOPs.
• Ability to work independently while collaborating with IT teams.
• Ability to follow security requirements, policies, and procedures.
• Ability to work onsite in the Dallas–Fort Worth area.

Responsibilities

• Respond to technical support requests by phone, chat, email, and tickets.
• Investigate and resolve issues escalated beyond initial support.
• Troubleshoot hardware, software, networking, apps, and POS issues.
• Monitor network hardware, software, and application servers.
• Identify and resolve non-routine incidents and service disruptions.
• Serve as an independent technician for incidents and tasks.
• Escalate complex incidents to appropriate teams as needed.
• Create, maintain, and update SOPs based on known issues and solutions.
• Coordinate with IT teams to support incident resolution and restoration.
• Assist with training and knowledge-sharing for IT support staff.
• Prepare operational and management reports on service desk activity.
• Protect data and systems by following security requirements.
• Follow policies, procedures, standards, and support guidelines.
• Perform other related duties as assigned.

Job description

Buchanan Technologies is seeking a Help Desk Analyst for a long-term, onsite engagement in the Dallas–Fort Worth area. The role provides end-user support via phone, chat, email, and tickets, troubleshooting hardware, software, network, applications, and POS issues while adhering to service desk procedures and security requirements.

The ideal candidate is customer-focused, capable of working independently, and experienced in resolving issues that could not be addressed during initial contact.