Tier 1 IT Support Technician – Remote & Onsite

Federal Advisory Partners; Dallas (TX); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Tria Federal is seeking an IT Support Specialist to provide in-person or remote technical support for a population of 3,000 clients within the FTC project team.

You will diagnose PC and server hardware problems, image Windows workstations, manage help desk tickets, and assist users with Microsoft Office and network printers. The role emphasizes attention to detail, excellent customer service, and reliable problem resolution.

Qualifications

• 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 operating system.
• Diagnosing and resolving PC and printer problems.

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

Attention to detail

Customer service

End-user support

Windows support

Printer issues

Education

High School or Equivalent

Tools

Ticketing system

Job description

Tria Federal is seeking an IT Support Specialist to provide in-person or remote technical support for a population of 3,000 clients within the FTC project team.

You will diagnose PC and server hardware problems, image Windows workstations, manage help desk tickets, and assist users with Microsoft Office and network printers. The role emphasizes attention to detail, excellent customer service, and reliable problem resolution.