Service Desk Agent – Technical Support

Jobtailor

Dallas (TX)

On-site

USD 42,000 - 64,000

Full time

4 days ago

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Job summary

Jobtailor is seeking an IT Help Desk Technician to provide end-user support for workstations, PCs, hardware, software, and mobile devices in a fast-paced environment in Dallas, TX. You will respond to inquiries via phone, chat, or tickets and escalate complex issues as needed.

Ideal candidates will be proficient in MacOS and Linux, with strong knowledge of Windows 10/11 and Office 365, and possess excellent customer service and analytical skills.

Qualifications

Authorized to work in the United States.
High School Diploma or Equivalent required.
Available to work full-time.
Experience with MacOS and Linux.
Knowledge of Microsoft Windows OS and Office 365.
Familiarity with computer hardware and cellular devices.
Knowledge of MIS environment and MAC changes.
Experience with KCS and knowledge-based articles desired.
Excellent customer service and problem-solving skills.
On-call rotation including nights, weekends, holidays.
Full-time Monday-Friday shift options: 10:00–19:00, 11:00–20:00, or 12:00–21:00 CST.

Responsibilities

Provide technical support to end users for workstations, PCs, hardware, software, and mobile devices.
Respond to questions and issues via phone, chat, or tickets.
Investigate and respond to information requests and IT issues.
Troubleshoot workstation hardware and software configurations.
Refer complex issues to senior staff or other IT groups.
Document and report service requests and outcomes.
Collaborate with staff to resolve problems.
Maintain understanding of standard issues and resolutions.

Skills

Technical Support

MacOS Experience

Windows 10/11 Knowledge

Customer Service Skills

Troubleshooting Skills

Analytical Skills

Education

High School Diploma or Equivalent

Tools

MacOS

Linux

Office 365

Virtual Desktop

M.A.C. (Moves, Adds, and Changes)

KCS Method

Job description

Provide technical support to end users of company workstations, personal computers, hardware, software, peripherals, and mobile/cellular devices
Respond to standard questions, issues, and problems reported via phone, chat, or tickets
Investigate and respond to standard requests for information and IT issues
Provide technical support for standard workstation, personal computer, hardware, and software configurations
Troubleshoot software and hardware issues via telephone, chat, or tickets
Identify complex issues and refer them to senior staff or other IT groups
Screen, diagnose, resolve, or refer assigned inquiries and work requests
Collaborate with staff to resolve complex matters
Develop understanding of standard workstation, computer, software, and hardware issues and resolutions
Follow policies, procedures, and standards for end-user support
Document and report service requests and outcomes
Perform other assigned responsibilities

Requirements

Authorized to work in the United States
High School Diploma or Equivalent
Available to work full-time
Experience with MacOS
Experience with Linux
Knowledge of Microsoft Operating Systems (Windows 10/11 and Office 365) and applications
Knowledge of personal computer technology and hardware as well as cellular telephones
Knowledge of the M.I.S. environment
Knowledge of M.A.C. (Moves, Adds, and Changes) and Virtual Desktop preferred
Knowledge of KCS Method and Knowledge based articles
Excellent customer service skills
Aptitude for identifying, analyzing, and resolving common technical issues, questions, and problems with personal computers, workstations, software, and associated hardware
Availability for on-call rotation (nights/weekends/holidays)
Availability to work one specified Monday-Friday shift: 10:00am-7:00pm CST, 11:00am-8:00pm CST, or 12:00am-9:00pm CST

Core Competencies

Demonstrates expertise in providing technical support for workstations, personal computers, and associated hardware and software, with a strong focus on customer service and problem resolution. Proficient in troubleshooting issues across various operating systems, including MacOS and Windows, while adhering to established policies and procedures.

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