IT Help Desk (DFW Only)

Essential Duties & Responsibilities

• Serve as a point of contact for employees seeking technical assistance
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process and provide accurate information on IT products and services
• Patch/remediate devices to uphold defined company compliance and security standards
• Provision/decommission equipment and accounts when employees leave or join the company
• Interpret system behaviors to identify appropriate resolutions for recurring issues
• Maintain accurate information of all assets in the Asset Management system
• Escalate issues to appropriate teams according to internal procedures
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Guide and support the L1 troubleshooting team by assisting with complex technical inquiries and reviewing escalated issues
• Maintain and update team documentation and standard operating procedures to ensure efficient knowledge sharing
• Integrate AI tooling into core team processes to enhance efficiency and automation

Required Knowledge, Skills & Qualifications

• Minimum of 2 years of related experience; or an advanced degree without experience
• 2+ years experience working in help desk ticketing systems
• Proven experience configuring and troubleshooting both Mac and Windows environments
• Understand how to effectively prompt AI tools to find answers and work efficiently
• Experience handling multi-factor authentication resets, password management, and provisioning new mobile devices
• Experience handling day-to-day identity and access administration
• Hands-on experience supporting modern operating systems (Windows 11 / macOS)
• Demonstrated understanding of administering core enterprise systems and user access provisioning (Email, VoIP, AD, etc)

Preferred

• Bachelor’s degree in technology, computer science or related field
• Advanced system administration and permission management
• Experience with Jira ticket management and reporting
• Basic understanding how to connect enterprise tools to AI systems via API keys
• Basic MDM exposure (Intune, Jamf, MobileIron)