IT Help Desk Support Specialist

Prototype IT • Lewisville, TX

3d • Hybrid

About The Position

prototype:IT is seeking an IT Help Desk Support Specialist who is curious, customer-focused, and excited to expand their technical skills in a fast-paced Managed Services Provider (MSP) environment. In this role, you will support clients across various industries, work with modern technologies, and collaborate with experienced IT professionals. You will troubleshoot workstation issues, support Microsoft 365, resolve network challenges, and help implement new technology solutions, playing a key role in delivering exceptional customer experiences. This is an excellent opportunity for continuous learning and career growth in a dynamic environment with exposure to a broad range of technologies.

Requirements

• Minimum of 2 years of experience in a technical support, help desk, or desktop support role.
• Degree in Information Technology, Computer Science, or equivalent combination of education and experience.
• Strong technical knowledge of Windows and/or Mac operating systems.
• Strong technical knowledge of Microsoft Office Suite and Microsoft 365.
• Strong technical knowledge of networking fundamentals.
• Strong technical knowledge of remote desktop and remote support tools.
• Excellent written and verbal communication skills.
• Ability to communicate effectively with users at all levels of an organization.
• Strong analytical and problem-solving skills with the ability to think creatively and identify effective solutions.
• Ability to work independently while also contributing to a collaborative team environment.
• Strong organizational skills and attention to detail.

Nice To Haves

• Industry certifications such as CompTIA A+, Network+ or Microsoft Certified Professional (MCP)

Responsibilities

• Provide remote technical assistance to clients experiencing hardware, software, and technology-related issues.
• Respond to support requests and IT incidents in a timely, professional, and efficient manner.
• Troubleshoot and diagnose technical problems including Windows and Mac operating systems, Microsoft Office and Microsoft 365 applications, network connectivity issues, printing and peripheral device problems, and remote access and desktop support issues.
• Escalate complex technical issues to senior technical staff while maintaining ownership of the customer experience.
• Assist with the installation, configuration, and deployment of hardware and software solutions.
• Coordinate with third-party vendors to resolve technical issues and schedule maintenance activities.
• Maintain accurate documentation of incidents, service requests, troubleshooting steps, and resolutions within the help desk ticketing system.
• Contribute to the creation and maintenance of technical documentation, procedures, and knowledge base articles.
• Stay current on emerging technologies, industry trends, and best practices in IT support.
• Assist with occasional on-site client appointments as business needs require.
• Build strong relationships with clients by delivering friendly, professional, and service-focused support.
• Maintain compliance with prototype:IT standards, policies, security requirements, and attendance expectations.

Benefits

• Continuous opportunities to learn, grow, and advance your IT career.
• Collaborative team environment that encourages knowledge sharing and professional development.
• Meaningful work where your contributions make a visible impact.
• A people-first culture that values employees as much as clients.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree