Hardware Helpdesk Technician - Tier I

City IT • Dallas, TX

2d

About The Position

As a Tier 1 Hardware Helpdesk Technician, you’ll be the first line of defense in providing outstanding technical support to our internal users. You’ll be responsible for troubleshooting hardware and software issues, ensuring that our team can continue to work seamlessly. Whether it's handling ticket requests or providing on-site support, your ability to diagnose and resolve technical problems quickly will be key to keeping our operations running smoothly.
In this dynamic role, you’ll have the opportunity to interact with users, gather critical information, and provide both remote and on-the-ground solutions. You'll document your findings, escalate more complex issues to Level 2 support, and ensure every user walks away with their problem resolved and a positive experience.

Requirements

• High school diploma or equivalent.
• 1 years’ experience in a relevant field.
• Experience using a ticketing system to manage and resolve incoming technical issues.
• Working knowledge of MS Office Word and Excel.
• Strong interpersonal and communication skills.
• Ability to multitask effectively.
• Ability to work within a team environment and maintain positive relationships with co-workers.
• Demonstrates a strong customer service mindset by taking ownership of support requests, prioritizing user impact, and following issues through to full resolution.

Responsibilities

• Troubleshooting, (researching the symptoms) of the problem.
• Documents steps in determining the underlying problem.
• Completes elementary first fixes and documents the resolution.
• Escalates to Level 2 technician within time constraints.
• Communication between internal support and the customer.
• Follows up on resolutions until completion.
• Walk customers through the problem-solving process.
• Customer Service Focused.
• Follows established departmental standards and procedures.
• Contributes to team effort by accomplishing related results as needed.
• Works under supervision and understands the necessity for communicating and coordinating work efforts.

Benefits

• Medical, Dental, Vision Insurance.
• 401(k) company match program.
• Telehealth.
• Short-term and Long-term disability insurance.
• Basic and AD&D Life Insurance paid for by the company.
• Critical Illness, Hospital Confinement, Accident Insurance, Supplemental Life Insurance.
• Employee Assistance Program.
• Mental, physical, financial wellness.
• Auto and Home Insurance discount.
• Paid Time Off and 7 paid Holidays.
• Paid Pregnancy, Parental, and Adoption Leave programs.
• Employee Discount Program.
• Training Programs.
• Internal growth opportunities in a fast-growing company.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED