IT Help Desk Support Specialist

About the role

At prototype:IT we’re seeking an IT Help Desk Support Specialist who is curious, customer‑focused, and eager to expand technical skills in a fast‑paced Managed Services Provider environment. You will provide technical support to a diverse client base, troubleshoot workstation and network issues, support Microsoft 365, and help implement new technology solutions while delivering an exceptional customer experience.

Responsibilities

• Provide remote technical assistance to clients experiencing hardware, software, and technology‑related issues.
• Respond to support requests and IT incidents promptly, professionally, and efficiently.
• Troubleshoot and diagnose problems with Windows and Mac operating systems, Microsoft Office and Microsoft 365 applications, network connectivity, printing and peripheral devices, and remote‑access/desktop support.
• Escalate complex technical issues to senior staff while maintaining ownership of the customer experience.
• Assist with installation, configuration, and deployment of hardware and software solutions.
• Coordinate with third‑party vendors to resolve technical issues and schedule maintenance activities.
• Maintain accurate documentation of incidents, service requests, troubleshooting steps, and resolutions in the help‑desk ticketing system.
• Contribute to technical documentation, procedures, and knowledge‑base articles.
• Stay current on emerging technologies, industry trends, and best practices in IT support.
• Occasionally attend on‑site client appointments as business needs require.
• Build strong relationships with clients by delivering friendly, professional, and service‑focused support.
• Maintain compliance with prototype:IT standards, policies, security requirements, and attendance expectations.

Required Qualifications

• Minimum of 2 years experience in technical support, help desk, or desktop support.
• Degree in Information Technology, Computer Science, or equivalent combination of education and experience.
• Strong technical knowledge of Windows and/or Mac operating systems.
• Proficiency with Microsoft Office Suite and Microsoft 365.
• Understanding of networking fundamentals.
• Experience with remote desktop and remote support tools.
• Excellent written and verbal communication skills.
• Ability to communicate effectively with users at all organizational levels.
• Strong analytical and problem‑solving abilities with creative thinking.
• Capability to work independently and contribute to a collaborative team environment.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).

Benefits

• Work with a wide variety of clients, technologies, and business environments.
• Gain exposure to modern cloud, networking, cybersecurity, and business technology solutions.
• Continuous opportunities to learn, grow, and advance your IT career.
• Collaborative team environment that encourages knowledge sharing and professional development.
• Meaningful work where contributions have a visible impact.
• People‑first culture that values employees as much as clients.

About prototype:IT

prototype:IT is one of the largest Managed Service Providers in the Dallas‑Fort Worth Metroplex, headquartered in Lewisville, Texas. Since 2005, we have helped organizations across the country simplify technology, strengthen security, and improve business operations through customized IT management services. Our experienced team partners with clients to eliminate day‑to‑day technology challenges, allowing them to focus on growing their business. Our culture is built around the core values of Collaborative, Honest, Agile, Loyal, and Knowledge‑Seeking—what we call “CHALK IT Up.”