IT Helpdesk Associate (Dallas)

Veho•Flower Mound, TX

2d•Hybrid

About The Position

Veho’s IT department is seeking an IT Helpdesk Associate who will report directly to the IT Helpdesk Supervisor. The IT Helpdesk Associate is responsible for overseeing Veho’s remote employee infrastructure, software and account management for equipment, asset management, software and license management, and general day-to-day help desk requests. The ideal candidate should have experience supporting both Mac OS and Windows users. The role will be responsible for tackling small to medium projects that may take longer than a few days to solve. There will also be a need to be onsite at the Dallas warehouse, when additional hands up support is needed for high volume and peak season. The role requires the ability to roll up your sleeves and dive into technical and logistical challenges. This role also provides on-site support at the Dallas warehouse as needed.

Requirements

Bachelor's degree in related fields such as Information Technology, Management Information Systems, Computer Science, or similar fields. Equivalent years of experience without a degree are considered.
3+ years of relevant education and/or work experience.
Experience administering SaaS tools such as Okta, Kandji/Intune, Google Workspace, and Slack; proficiency with modern ticketing systems (Jira, Freshservice, etc.); and a track record of consistently documenting your work.
You are a fixer. Even if the problem is not clear and obvious, you work independently to help the end user come to a resolution.
You are a builder. You understand that processes and constantly changing and you want to help build sustainable, scalable solutions.
You're a team player who leans in wherever help is needed — one day that might be the warehouse, the next the helpdesk. On a small team, we rely on each other to step up.
Customer service is a top priority — you treat every employee interaction with patience, empathy, and professionalism, even when things get busy.
Familiarity with basic networking with the purpose of being able to support our growing warehouse IT infrastructure.
Experience with asset management (i.e., laptops, scanners, Android devices, etc.).

Responsibilities

Own Tier 1 triaging, including service requests and incidents, and respond to and close all within SLA.
Assist as needed at the Dallas warehouse with scanner processing, shipping, and other support as required during peak season.
Determine root cause of issues and communicate appropriately to internal and external customers.
Appropriately manage, coordinate, and escalate urgent and complicated support issues to Tier 2 and 3 support.
Maintain and streamline identity access management.
Own the onboarding and offboarding workflows for all employees and contractors.
Use AI solutions to automate and drive efficiencies within the helpdesk.
Create and maintain documentation and IT policies.
Monitor performance and maintain systems managed by IT.
Maintain and update accurate information across several systems including inventory records, knowledge base, and ticketing system.
Participate in an off-hours, bi-weekly, on call rotation.