Help Desk Technician (On-Site)

Oneida Technology Services • Irving, TX

7d • Onsite

About The Position

Oneida Technology Services (OTS) is seeking a full-time Tier 2 FSE Journeyman in Irving, Texas. This is a fully on-site position providing IT support to staff and student training environments. The role monitors and responds to support requests, troubleshoots hardware and software, performs desk-side technical tasks, and helps prepare, install, maintain, and track IT equipment. The technician documents service actions, follows established procedures, and collaborates with IT support and networking teams to deliver consistent service.

Requirements

• High school diploma with 0–2 years of related IT support experience, or an equivalent combination of experience.
• Fundamental IT field support knowledge and experience working with Microsoft Windows operating systems.
• Basic understanding of IT operations and maintenance (O&M) processes.
• Strong customer service, oral communication, and written communication skills.
• Ability to follow documented procedures and work under supervision.
• U.S. citizenship.
• Ability to obtain and maintain a Public Trust Clearance.
• HDI or SDI certification.
• CompTIA A+ certification.
• ITIL v3 Foundation or ITIL v4 certification.

Nice To Haves

• CompTIA Security+ certification.
• CompTIA Network+ certification.
• CompTIA Server+ certification.
• Microsoft 365 Certified: Fundamentals or equivalent.
• AppleCare Mac Technician, Apple Certified Support Professional, or Apple Certified IT Professional certification.

Responsibilities

• Monitor, triage, and respond to user support requests through the ticketing system.
• Troubleshoot hardware and software issues involving desktops, laptops, and mobile devices.
• Perform desk-side support tasks, including device reimaging, operating system reinstalls, and equipment configuration.
• Provide after-hours support for critical incidents and remote access or telework issues.
• Prepare IT equipment for deployment, relocation, or disposal in accordance with established policies.
• Assist with workstation setups, cabling, and system installations.
• Validate equipment and system performance after maintenance or installation activities.
• Support diagnostics of network equipment under the direction of networking teams.
• Update, track, and maintain asset inventory records.
• Assist with receiving, tagging, and documenting IT equipment.
• Maintain clear and timely documentation of service actions and ticket updates.
• Support IT needs for staff and student training environments.
• Collaborate with IT support teams to ensure consistent service delivery.
• Follow established IT service procedures and best practices to ensure quality and compliance.

Benefits

• 15 days of paid time off.
• 11 paid holidays.
• 401(k) retirement plan with company match.
• Medical insurance.
• Dental insurance.
• Eye insurance.
• Employee referral program.
• Tuition reimbursement.
• Employee Assistance Program (EAP).
• Wellness program.
• Multiple voluntary medical benefits.

What This Job Offers

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