Tier 1 Tech Support Specialist - Fast-Paced Helpdesk

ViaPath Technologies; Dallas (TX); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) with employer matching

Flexible Time Off (FTO)

Job summary

ViaPath Technologies is seeking a Technical Support Representative I to be the first line of contact for customer issues, handling software and hardware troubleshooting and documentation. The role emphasizes clear communication, rapid issue resolution, and teamwork within a fast-paced environment.

The position is based in Dallas, Texas, with a Tuesday–Saturday shift of 7:00am to 3:30pm. Candidates should be proficient in Microsoft Office and browser usage, and willing to escalate complex

Qualifications

• High School Diploma or GED required; 6 months to 1 year in high-volume technical support or helpdesk.
• Proficient with Microsoft Office (Word, Excel, Outlook) and common browsers.
• Experience with remote connectivity tools (VPN, RDP, VNC) desired; basic OS troubleshooting.
• Strong verbal and written communication; ability to document calls and issues clearly.
• Ability to multitask in a fast-paced environment and work both independently and in a team.

Responsibilities

• Answer customer phone calls and assist with software and hardware issues over the phone.
• Provide technical support for ViaPath products for customers, partners, and internal staff.
• Document and record calls and events in ticketing systems; manage escalations as needed.
• Assist in installation, upgrade projects, and test client software setups and equipment.
• Participate in on-call rotations after training and adapt to business needs.

Skills

Customer service experience

Microsoft Office

Browsers proficiency

VPN/RDP/VNC

Android/iOS troubleshooting

Linux troubleshooting

SQL experience

ServiceNow

Strong communication

Education

High School Diploma or GED

Tools

ServiceNow

Remote access tools (VPN/RDP/VNC)

Job description

ViaPath Technologies is seeking a Technical Support Representative I to be the first line of contact for customer issues, handling software and hardware troubleshooting and documentation. The role emphasizes clear communication, rapid issue resolution, and teamwork within a fast-paced environment.

The position is based in Dallas, Texas, with a Tuesday–Saturday shift of 7:00am to 3:30pm. Candidates should be proficient in Microsoft Office and browser usage, and willing to escalate complex