Tech Support Specialist I – Fast-Paced Helpdesk

ViaPath; Dallas, Northern (TX, KY); Hybrid; USD 36,000 - 50,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Health Savings Accounts (HSA) and FSA

Flexible Time Off (FTO)

Company Holidays

401(k) retirement plan with employer-m

Life & Disability Insurance

Employee Assistance Program (EAP)

Well-being resources

Job summary

ViaPath is seeking Technical Support Representatives – Tier 1 to join our Tech Support team in Dallas, TX. The role is the first line of support for customers, handling software and hardware issues with a focus on rapid resolution and clear communication.

Responsibilities include documenting calls, escalating when needed, and assisting with installations and upgrades. The position requires strong research and documentation skills and a team-oriented mindset.

Qualifications

• Minimum 6 months to 1 year of experience in a high-volume Technical Support, Helpdesk, or Technical Call Center setting
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Browsers: Internet Explorer, Google Chrome, Apple Safari
• Remote connectivity tools such as VPN, RDP, VNC is desired
• Android OS / iOS Troubleshooting is desired
• Linux knowledge/troubleshooting is desired
• SQL experience desired
• ServiceNow is highly desired

Responsibilities

• Serve as an Ambassador for ViaPath
• Answer customer phone calls, assist callers with a variety of issues over the phone, including software and hardware troubleshooting
• Provide technical support of ViaPath products for customers, business partners, and internal employees
• Accurately document & record technical support calls and events in ticketing software applications
• Open/Work problem issues and proactive tickets as escalated from other team members; escalate if unresolved
• Communicate with customers and reassure them their issue is being properly addressed
• Participate in installation and upgrade projects for new and existing customers with on-site technicians, customers, partners and end-user personnel
• Test/setup/troubleshoot of client software installations, test platforms, and equipment
• Other duties as assigned such as inmate request handling, data entry
• On-call work is required upon completion of training based on rotation

Skills

Communication skills

Multitasking

Documentation

Research skills

Team player

Independent work

Education

High School Diploma or GED

Tools

Microsoft Office

Browsers

VPN/RDP/VNC

Android/iOS troubleshooting

Linux knowledge

SQL experience

ServiceNow

Job description

ViaPath is seeking Technical Support Representatives – Tier 1 to join our Tech Support team in Dallas, TX. The role is the first line of support for customers, handling software and hardware issues with a focus on rapid resolution and clear communication.

Responsibilities include documenting calls, escalating when needed, and assisting with installations and upgrades. The position requires strong research and documentation skills and a team-oriented mindset.