Service Desk Associate

IDR, Inc.; Fort Worth (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive compensation package

Full Benefits; Medical, Vision, Dental

Employee Stock Ownership Program

Job summary

IDR, Inc. is seeking a Service Desk Associate for an opportunity in Fort Worth, TX. You will provide frontline technical support to internal employees and contractors, troubleshooting hardware, software, access, and connectivity issues while delivering excellent customer service.

You will resolve incidents, document steps, and help build knowledge resources as part of a large healthcare organization focused on end-user productivity and a positive support experience.

Qualifications

• 1+ year of experience in a service desk/help desk or technical support environment
• Strong customer service, communication, and ticket documentation skills
• Working knowledge of Windows operating systems and Microsoft business applications
• Experience troubleshooting account access issues (e.g., password resets), VPN/Citrix, and connectivity/peripheral issues
• Experience using ServiceNow or a similar ITSM/ticketing platform and ability to work flexible, shift-based schedules

Responsibilities

• Serve as a primary point of contact for end-user support requests and manage incidents through resolution
• Troubleshoot issues related to Windows OS, Microsoft business applications, peripherals, and general desktop support
• Support common access and connectivity needs (password resets/account access, VPN, Citrix, LAN/WAN connectivity)
• Deliver high-quality customer service across multiple channels (phone, walk-in, voicemail, self-service portal, chat)
• Document resolutions and contribute to knowledge-base articles, processes, and continuous improvement efforts

Skills

Customer service

Ticket documentation

Windows OS

VPN/Citrix

ITSM/ServiceNow

Tools

ServiceNow

Job description

IDR is seeking a Service Desk Associate to join one of our top clients for an opportunity in Fort Worth, TX. In this role, you will provide frontline technical support to internal employees and contractors, helping troubleshoot and resolve a wide range of hardware, software, access, and connectivity issues. This is a great opportunity to join a large, mission-driven organization in the healthcare industry and make a direct impact on end-user experience and productivity.

Position Overview for the Service Desk Associate:

• Serve as a primary point of contact for end-user support requests and manage incidents through resolution
• Troubleshoot issues related to Windows OS, Microsoft business applications, peripherals, and general desktop support
• Support common access and connectivity needs (password resets/account access, VPN, Citrix, LAN/WAN connectivity)
• Deliver high-quality customer service across multiple channels (phone, walk-in, voicemail, self-service portal, chat)
• Document resolutions and contribute to knowledge-base articles, processes, and continuous improvement efforts

Requirements for the Service Desk Associate:

• 1+ year of experience in a service desk/help desk or technical support environment
• Strong customer service, communication, and ticket documentation skills
• Working knowledge of Windows operating systems and Microsoft business applications
• Experience troubleshooting account access issues (e.g., password resets), VPN/Citrix, and connectivity/peripheral issues
• Experience using ServiceNow or a similar ITSM/ticketing platform and ability to work flexible, shift-based schedules

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR:

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing Client and Talent Award winner 12 years in a row.