Proactive IT Helpdesk Specialist — End-User Support

Berry Appleman & Leiden; Richardson (TX); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision

Disability insurance

Life insurance

Unlimited vacation

401(k) with company match

Sick time

Job summary

Berry Appleman & Leiden (BAL) is seeking a proactive Helpdesk Support Specialist to join our IT team in Richardson, TX. You will be the first point of contact for end users, resolving hardware and software issues, and ensuring smooth operation of our systems.

The ideal candidate has 1-2 years in a helpdesk role, an associate degree or IT certification, solid knowledge of Windows and macOS, and familiarity with networking and VPN.

Qualifications

• Associate degree or equivalent IT certification is required.
• 1–2 years of helpdesk or technical support experience.
• Strong knowledge of PC hardware and operating systems.
• Familiarity with networking concepts: TCP/IP, DNS, DHCP, VPN.
• Excellent communication and customer service skills.

Responsibilities

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or in-person.
• Provide timely and effective resolution to IT-related issues including hardware and software problems, network connectivity, and account access.
• Diagnose and troubleshoot technical issues using appropriate tools and resources.
• Guide end-users through step-by-step solutions and provide accurate information to resolve their problems.
• Escalate complex or unresolved issues to IT teams or vendors for resolution.
• Record and track all incidents in the help desk system with proper documentation and follow-up.
• Prioritize and manage workload to meet service level agreements and ensure timely resolution.
• Assist with account management tasks including creation, password resets, and access permissions.
• Install, configure, and maintain hardware such as desktops, laptops, printers, and peripherals.
• Install, upgrade, and troubleshoot software applications and operating systems.

Skills

Customer service

Communication

Troubleshooting

Technical aptitude

Teamwork

Education

Associate degree or equivalent IT certification

Tools

Help desk ticketing system

VPN

Job description

Berry Appleman & Leiden (BAL) is seeking a proactive Helpdesk Support Specialist to join our IT team in Richardson, TX. You will be the first point of contact for end users, resolving hardware and software issues, and ensuring smooth operation of our systems.

The ideal candidate has 1-2 years in a helpdesk role, an associate degree or IT certification, solid knowledge of Windows and macOS, and familiarity with networking and VPN.