Service Desk Technician

Jobtailor; Irving (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

Jobtailor is seeking an IT Support Specialist to provide frontline technical assistance for end users in the Irving, TX area. You will resolve software, hardware, and network issues and document resolutions for ongoing improvements.

The role emphasizes strong documentation, incident handling, and clear communication with users, with opportunities to assist in hardware upgrades and service requests across various devices.

Qualifications

• 3–5 years’ experience in IT
• Associate degree or bachelor’s degree preferred

Responsibilities

• Provide technical software, hardware and network problem resolution support and technical guidance to end users.
• Document, test, create or modify computer systems, instructions and procedures.
• First line support for all end user IS requests (Service Desk / Help Desk), including but not limited to computer and laptop, printers, software and mobility requests.
• Review and troubleshoot reported incidents and service requests daily. Identify, diagnose and resolve technical support issues with end users within prioritized timeline.
• Document status, progress notes and resolutions in service desk tracking system.
• Consult with end users to determine hardware, software and/or system function specifications, identify technical assistance requirements and advise users on service requests and service tickets.
• Perform hardware/software upgrades to existing computer equipment as required.
• Triage and complete operation service requests, including but not limited to hardware repair, printers, PC optimization, PC/Thin Client set‑ups, telephone set‑ups and user account management.

Skills

End user support

Troubleshooting

Incident management

Documentation

Education

Associate degree

Bachelor's degree preferred

Tools

Service Desk Tracking System

Computer Systems

Printers

Laptops

Mobility Devices

Job description

Responsibilities

• Provide technical software, hardware and network problem resolution support and technical guidance to end users.
• Document, test, create or modify computer systems, instructions and procedures.
• First line support for all end user IS requests (Service Desk / Help Desk), including but not limited to computer and laptop, printers, software and mobility requests.
• Review and troubleshoot reported incidents and service requests daily. Identify, diagnose and resolve technical support issues with end users within prioritized timeline.
• Document status, progress notes and resolutions in service desk tracking system.
• Consult with end users to determine hardware, software and/or system function specifications, identify technical assistance requirements and advise users on service requests and service tickets.
• Perform hardware/software upgrades to existing computer equipment as required.
• Triage and complete operation service requests, including but not limited to hardware repair, printers, PC optimization, PC/Thin Client set‑ups, telephone set‑ups and user account management.

Requirements

• 3 - 5 years’ experience in IT
• Associate degree or bachelor’s degree preferred

Core Competencies

Demonstrates expertise in providing technical support for software, hardware, and network issues, ensuring efficient resolution of end user requests. Proficient in documenting processes and troubleshooting incidents to enhance user experience and system functionality.

Tools & Technologies

• Service Desk Tracking System
• Computer Systems
• Printers
• Laptops
• Mobility Devices