Service Desk Agent-Technical Support

Workforce Opportunity Services; Farmers Branch (TX); Hybrid; USD 23,000 - 32,000; Full time

Benefits offered by this job

Health Insurance

Paid Vacation

Company Holidays

Tuition Assistance

Mentor Program

Job summary

Workforce Opportunity Services seeks an IT Support Technician in Dallas, TX for end-user help with workstations, PCs, hardware, software and mobile devices. You will respond to inquiries by phone, chat or tickets under supervision, with mentoring and guidance to build basic IT skills.

The role requires familiarity with MacOS, Linux, Windows 10/11 and Office 365, plus strong customer service and problem-solving abilities. It is a full-time hybrid position with 3 days on-site and 2 remote days.

Qualifications

• 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 MIS environment
• Knowledge of MAC (Moves, Adds, and Changes) and Virtual Desktop preferred
• Knowledge of KCS Method and Knowledge based articles
• Excellent customer service skills
• An aptitude for identifying, analyzing, and resolving common technical issues, questions, and problems with personal computers, workstations, software, and associated hardware

Responsibilities

• Provides technical support for standard configurations of workstations, personal computers and associated hardware and software.
• Troubleshoots standard software and hardware questions, issues, problems and failures via telephone, chat or tickets.
• Identifies complex issues, questions and problems and refers them to more seniorstaff or other IT groups for investigation and resolution.
• Screens, diagnoses and resolves or refers specific assigned inquiries and work requests received via phone, chat or tickets related to maintenance of personal computers, workstations, software and associated hardware; refers those requests to appropriate IT staff for resolution.
• May work with other members of the staff to resolve more complex matters.
• Works to develop an understanding of standard issues, questions and problems with standard workstations, personal computers, software and associated hardware and the resolutions to those matters.
• Follows policies, procedures and standards in responding to end user requests and providing end user support.
• Documents and reports all service requests and their outcome, following standard procedures and practices.
• Performs other responsibilities associated with this position as may be appropriate and assigned.

Skills

MacOS

Linux

Windows 10/11

Office 365

MIS environment

MAC Moves Adds Changes

Virtual Desktop

KCS Method

Knowledge Base

Customer service

Education

High School Diploma or Equivalent

Tools

PC hardware

Cellular devices

Job description

Overview

Position Description:

• In this role, under the direct supervision and with mentoring and guidance, the IT Support technician provides technical support to end users of company workstations, personal computers, hardware, software, peripherals and mobile/cellular devices.
• You will respond to standard questions, issues and problems reported via phone, chat or tickets.
• May investigate and respond to standard requests for information as well as IT issues, questions and problems.
• Assignments are directed at gaining experience in basic techniques and procedures for handling service, issues, questions and problems arising in the day to day use of individual workstations, computers, hardware and software.
• Ideal candidate will beversatile, enthusiastic to work in highly flexible, team-oriented environments that have exceptional communication, analytical and organizational skills.

Responsibilities

• Provides technical support for standard configurations of workstations, personal computers and associated hardware and software.
• Troubleshoots standard software and hardware questions, issues, problems and failures via telephone, chat or tickets.
• Identifies complex issues, questions and problems and refers them to more seniorstaff or other IT groups for investigation and resolution.
• Screens, diagnoses and resolves or refers specific assigned inquiries and work requests received via phone, chat or tickets related to maintenance of personal computers, workstations, software and associated hardware; refers those requests to appropriate IT staff for resolution.
• May work with other members of the staff to resolve more complex matters.
• Works to develop an understanding of standard issues, questions and problems with standard workstations, personal computers, software and associated hardware and the resolutions to those matters.
• Follows policies, procedures and standards in responding to end user requests and providing end user support.
• Documents and reports all service requests and their outcome, following standard procedures and practices.
• Performs other responsibilities associated with this position as may be appropriate and assigned.

Qualifications

Candidate Profile:

• Authorized to work in the United States
• High School Diploma or Equivalent
• Availableto work full-time
• Experience with MacOS.
• Experience withLinux.
• 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
• An aptitude for identifying, analyzing, and resolving common technical issues, questions, and problems with personal computers, workstations, software, and associated hardware

Additional Information

Duration/Schedule:

• Full-Time (40 hours/Week)
• On-Call rotation (Nights/Weekends/Holidays)
• Individual MUST be available to work ONE of the following shifts:
  • Monday-Friday, 10:00am-7:00pm CST
  • Monday-Friday, 11:00am-8:00pm CST
  • Monday-Friday, 12:00am-9:00pm CST

Salary:

• $20.00/Hour (Plus Benefits)

Location:

• Hybrid (3 days on-site / 2 days remote)
• Office Location:
  • Dallas, TX

Benefits

• Low CostHealthInsurance(after90 daysFull Time)
• Paid Vacation(Accrual beginsimmediately- AvailableAfter90 daysFull Time)
• Paid Company Holidays
• Education(TuitionAssistance,Student LoanReimbursementor Professional Development)
• Individual Mentor

About Us

Our vision is to empower early-career professionals to achieve long-lasting professional success and financial independence while supporting companies in building workplaces that reflect and engage with the communities they serve.We are in the business of creating dynamic partnerships that transform lives.

Pay Range

USD $20.00 - USD $20.00 /Hr.