Technical Helpdesk 3

The Technical Help Desk Specialist provides advanced technical assistance to computer system users in an enterprise support environment. This consultant will respond to hardware, software, network, access, and system‑related issues through in‑person, telephone, and remote support channels. The role serves as a dedicated Digital Support Services resource, managing incoming cases with urgency, accuracy, and clear ownership, and supports weekend hotline coverage.

Responsibilities

• Respond to user inquiries involving computer hardware, software, system access, network connectivity, and operating system functionality.
• Diagnose and resolve technical issues through system commands, diagnostic tools, log analysis, technical documentation, and direct consultation with users.
• Perform advanced troubleshooting and root‑cause analysis to identify technical problems and reduce repeat incidents.
• Support Digital Support Services activities, including password resets, ECM allocations, black‑box conversions, and incoming case triage.
• Review system logs and large datasets to identify errors, patterns, and contributing factors.
• Support Windows environments, including user accounts, permissions, system updates, and related administrative functions.
• Troubleshoot network protocols, configurations, and connectivity issues.
• Maintain accurate records of support interactions, identified problems, diagnostic steps, corrective actions, and installation activities.
• Communicate case status, technical findings, and resolution steps clearly to technical and non‑technical users.
• Escalate complex incidents to specialized support teams, service engineers, or technical leads when necessary.
• Collaborate with frontline support agents, supervisors, and technical teams to ensure timely issue resolution.
• Provide basic technical guidance, knowledge sharing, and constructive support to other team members.
• Manage multiple cases independently while meeting established service and response expectations.
• Participate in weekend hotline coverage and other scheduled support periods required by the engagement.

Required Skills

• Advanced help desk or technical support experience.
• Technical troubleshooting and root‑cause analysis.
• Windows administration and Windows operating system support.
• Network troubleshooting and knowledge of network protocols.
• Computer hardware and software troubleshooting.
• System and application log analysis.
• User account, access, and permissions support.
• Strong customer service and end‑user communication.
• Incident documentation and case management.
• Ability to work independently and manage multiple priorities.
• Strong verbal, written, interpersonal, and problem‑solving skills.
• Ability to remain professional and responsive in high‑pressure or time‑sensitive situations.

Qualifications

• Associate degree in a technology‑related or computer‑related field, equivalent technical training, or comparable practical experience.
• Five or more years of technical support experience, including troubleshooting and root‑cause analysis.
• Experience diagnosing hardware, software, network, and Windows‑related issues.
• Strong understanding of networking fundamentals, protocols, and configurations.
• Experience supporting Windows environments, user accounts, permissions, and system updates.
• Ability to review technical logs and work through large datasets.
• Fundamental understanding of SQL.
• Basic understanding of scripting or programming, including the ability to identify and follow syntax.
• Strong organizational and time‑management skills.
• Ability to work effectively both independently and as part of a technical support team.
• Ability to provide on‑site support and accommodate required weekend coverage.

Preferred Qualifications

• Previous Tier 3, Level 3, or senior help desk support experience.
• Experience with Digital Support Services systems or similar enterprise support platforms.
• Experience with configuration management, desktop communication, operating system, or directory services software.
• Experience using system monitoring or log‑analysis tools.
• Experience supporting enterprise applications or operational technology environments.
• Basic mentoring, peer support, or technical knowledge‑sharing experience.
• Experience supporting mining technology, autonomous systems, safety tools, or related applications.

Pay

The pay range for this position is $20.00 – $24.00 per hour. Individual compensation within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent factors.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan – pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, vacation, or sick leave)

Location

This is a contract, fully onsite position based in Irving, TX.