IT Help Desk (Contract) (On-Site: Plano)

Alkami Technology • Plano, TX

280d • Remote

About The Position

The IT Help Desk role will be responsible for providing technical support and guidance to end-users and ensuring the smooth operation of the organization's IT systems. This role involves a combination of troubleshooting complex issues, supporting the day to day operations of the business, and contributing to the overall IT strategy. Be prepared to learn new skills each day, tackle emerging technologies and solve challenges. If working in a dynamic environment supporting a variety of systems and expanding your skill set are all things that you find exciting--this could be a great fit!

Requirements

• 2+ years experience working in help desk ticketing systems
• Strong organizational skills
• Hands-on experience supporting modern operating systems (Windows 11 / macOS)
• Demonstrated understanding of administering core enterprise systems and user access provisioning (Email, VoIP, AD, etc)
• Familiarity with concepts of virtualized environments, cloud computing, and various network technologies including DNS, DHCP, and IP addressing
• Teamwork skills with a problem-solving attitude and willing to take a variety of approaches
• Strong analytical and time management skills, with a proven ability to deliver value independently
• Ability to demonstrate clear & confident communication skills both written and verbal
• Ability to handle multiple requests/projects simultaneously and prioritize
• Ability to deal with problems and technical issues in a friendly, calm and reassuring manner for customer
• Ability to work a hybrid schedule to provide support to our on-site customers
• Ability to lift or move items weighing up to 25 pounds

Nice To Haves

• Bachelor's degree in technology, computer science or related field
• Advanced system administration and permission management
• Experience with Jira ticket management and reporting
• Basic MDM exposure (Intune, Jamf, MobileIron)

Responsibilities

• Serve as a point of contact for employees seeking technical assistance in person or over the phone
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process and provide accurate information on IT products and services
• Patch/remediate devices to uphold defined company compliance and security standards
• Provision/decommission equipment and accounts when employees leave or join the company
• Record events and problems and their resolution in appropriate systems
• Maintain accurate information regarding the status and assignments of all assets in the Asset Management system
• Escalate issues to appropriate teams according to internal procedures and provide documentation of any actions taken
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team

Benefits

• Remote-first environment
• Unlimited paid time off
• 401(k) with employer match

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed