Tier 1 Helpdesk

Tria Federal (Tria); Dallas (TX); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Tria Federal in Dallas seeks an IT Support Specialist to diagnose and repair PC and server hardware, image Windows workstations, and provide end-user tech support to a 3,000-client population. You will log incidents, assist with account management, and work with higher-level staff on complex issues.

You will document troubleshooting steps in the help desk system, maintain equipment inventories, install new hardware, printers, and ensure network connectivity via VPN.

Qualifications

• High School diploma or equivalent required.
• Experience in enterprise IT support for 100+ users.
• Strong documentation and customer service skills.

Responsibilities

• Diagnoses cause of PC and server hardware problems and repairs.
• Imaging and configuring Windows workstations per procedures.
• Inventories user equipment and updates the database.
• Provides in-person, phone, or remote support to network/VPN users.
• Under supervision, provides lower-level support for OS and applications.
• Maintains records of contacts and problem resolution in the ticketing system.
• Installs boards, peripherals, new PCs and servers, and configures networks.
• Moves, reinstalls, and configures PCs, servers, printers and other devices.
• Collaborates with higher-level staff on hardware/software issues and network changes.
• Performs preventive maintenance.
• Provides support for stand-alone and network printers.
• Performs basic account management (password resets, unlocks, group changes).
• Provides end-user help on OS and Microsoft Office.
• Communicates restoral status to customers per procedures.

Skills

Attention to detail

Customer service

Documentation in help desk tools

Windows OS support

Printer troubleshooting

End-user support

Education

High School or Equivalent

Tools

Ticketing System

Microsoft Office

Windows Client OS

Job description

Who We Are

Tria Federal delivers digital services and technology solutions that support the health and safety of veterans, service members and civilians. For two decades, federal agencies have relied on Tria companies to advance their critical missions and modernize their systems, so that they can uphold their commitment to the American people. Today, we are pushing the boundaries of possibility through partnerships and investments in artificial intelligence and emerging technologies, developing solutions for the biggest challenges that government will face tomorrow.

We are proud to employ and support military veterans

who bring mission-first mindset, technical expertise, and leadership qualities that strengthen our work.

Veterans, transitioning service members, and military spouses are strongly encouraged to apply.

FTC supports the Department of Labor, Bureau of Labor Statistics (DOL BLS) by providing IT Support services. This position will be part of a team responsible for providing technical support in-person or remotely, by telephone, email, or remote access to a population of 3,000 clients.

Responsibilities

• Diagnoses cause of PC and server hardware problems/failures and repairs/replaces/adjusts faulty PC and server hardware components.
• Follows established procedures to image and configure Windows workstations.
• As required, inventories user equipment/accessories, sends/receives replacement computers/parts and updates the database to reflect the status and resolution of any user problems.
• Provides in-person, by telephone, or remote technical support to users connected to the network or through VPN.
• Under supervision, provides lower-level technical and end-user support for commercial PC operating systems and COTS and/or custom applications.
• Maintains records of contacts and system problem/resolution logs for trends analysis.
• Installs boards, peripheral devices, new PCs and servers, etc., including making any necessary network connections.
• Moves, reinstalls, and configures PCs, servers, printers and other devices while making any necessary network connections.
• Works with higher-level staff on system hardware and software problems, cable plant redesigns and expansions, cable plant documentation, etc.
• Performs preventive maintenance.
• Provides technical support for stand-alone and network printers, including high capacity, high-speed printers.
• Performs basic account management such as: resetting passwords, unlocking accounts, and modifying user groups.
• Provides end-user help to BLS staff in the use of BLS standard operating system software and commercial software such as Microsoft Office.
• Responsible for logging and tracking incident and problem issues in the ticketing system throughout the incident and problem lifecycles and communicates with the affected customers to keep them apprised of restoral status in accordance with approved processes and procedures.

Skills And Experience

• Attention to detail
• Ability to document in the help desk application and other tools
• Excellent customer service
• Providing technical support on an enterprise environment with over 100 users
• Supporting Microsoft Windows client operative system
• Diagnosing and resolving PC and printer problems

Education

• High School or Equivalent

Why Tria?

What defines the Tria brand is more than just our dedication to excellence in our craft; it’s our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team’s shared success.

As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.

California Consumer Privacy Act (CCPA)

We are committed to protecting your privacy. As part of our compliance with the California Consumer Privacy Act (CCPA), we want to inform you about how we collect, use, and protect your personal information during the job application process. For more details, please review https://www.oag.ca.gov/privacy/ccpa.