Tier 1 Help Desk Support
About the role
A workforce services organization supporting installation projects for retailers and manufacturers is looking to hire a Support Technician. This contract-to-hire position is based in Grand Prairie, TX and requires onsite work 4 to 5 days per week. The role focuses on providing Tier 1 and Tier 2 technical support across desktop systems, business applications, and end-user technology. The Support Technician will troubleshoot service incidents, resolve support requests through established ticketing systems, and assist users with Microsoft technologies, hardware, software, browsers, and mobile applications. The position supports both Windows and Mac environments while helping maintain employee productivity through timely issue resolution and customer-focused support.
Responsibilities
The role’s time allocation is as follows:
- 40% End User Support
- 30% Microsoft 365 and Application Troubleshooting
- 20% Hardware, Operating System, and Browser Support
- 10% Active Directory and Account Support
Daily responsibilities break down into:
- 60% Ticket Resolution and Incident Management
- 25% Customer Service and End User Assistance
- 15% Documentation and Team Collaboration
Requirements
- High school diploma or equivalent preferred
- Customer service experience within a call center environment
- Previous help desk or technical support experience
- Experience troubleshooting Microsoft Office 365 applications
- Ability to install, configure, and support software applications
- Experience supporting and troubleshooting internet browsers
- Knowledge of mobile application support
- Strong understanding of Microsoft Office products
- Experience supporting Windows and Mac operating systems
- Experience with computer hardware troubleshooting
- Familiarity with Active Directory
Qualifications
- Microsoft 365 certification
- Microsoft Azure certification
- Strong written and verbal communication skills
- Ability to work effectively in a team environment