IT Helpdesk Technician

Sparrow Company LLC•Dallas, TX

1d•$50,000 - $60,000•Hybrid

About The Position

Sparrow Company is seeking an IT Help Desk Technician on behalf of one of our clients, a growing international manufacturing and distribution organization. As the first point of contact for technical support, you will provide frontline assistance to end users across the United States, Mexico, and the United Kingdom. This role is responsible for supporting desktops, laptops, mobile devices, business applications, and core IT services, helping ensure reliable technology operations for both office and production environments. We are looking for a customer-focused, organized, and technically curious professional who thrives in a fast-paced setting. The ideal candidate has strong communication skills, excellent attention to detail, and the ability to prioritize and resolve technical issues efficiently while collaborating with Tier II/III support teams and external vendors.

Requirements

Strong customer service orientation with excellent verbal and written communication skills
Ability to work effectively with employees at all organizational levels, including manufacturing personnel, corporate staff, and leadership
Strong troubleshooting and analytical problem-solving abilities
Ability to prioritize tasks and manage multiple requests in a fast-paced environment
Self-motivated team player with a willingness to assist across a broad range of IT initiatives
Strong organizational skills and attention to detail
Ability to document issues and technical procedures clearly and accurately
Experience supporting Microsoft Windows operating systems and Microsoft 365 applications
Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, and wireless networking
Familiarity with Active Directory, endpoint management, remote support tools, and ticketing systems
Experience supporting laptops, desktops, printers, mobile devices, and conferencing technology
High school diploma or equivalent required
2+ years of experience in Help Desk, Technical Support, or IT Support roles preferred

Nice To Haves

Exposure to ERP, CRM, manufacturing, or distribution systems is preferred
Understanding of cybersecurity best practices and endpoint security concepts preferred
Experience with or exposure to: Microsoft 365 / Exchange Online
Active Directory / Azure Active Directory
VPN and remote access technologies
IT ticketing and asset management systems
ERP and business systems within manufacturing or distribution environments
Mobile device support (iOS and Android)
Network and wireless troubleshooting
Microsoft Teams and collaboration technologies
Associate degree in Information Technology, Computer Science, or related field preferred
Experience supporting users in a multi-site or manufacturing environment is a plus
Relevant technical certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus

Responsibilities

Serve as the primary point of contact for employees requiring IT assistance via phone, email, ticketing system, and remote support tools
Provide Tier I technical support for desktops, laptops, printers, mobile devices, conferencing tools, and standard business applications
Troubleshoot hardware, software, connectivity, VPN, account access, and peripheral issues
Support both onsite and remote employees across multiple locations and time zones
Deliver exceptional customer service while maintaining professionalism and urgency in resolving issues
Log, categorize, prioritize, and track support requests within the IT service management (ITSM) platform according to established service levels and business impact
Escalate unresolved or complex issues to Tier II/III support teams with proper documentation and troubleshooting details
Monitor and follow up on open tickets to ensure timely resolution and user satisfaction
Communicate issue status, estimated timelines, and resolution updates to end users and management
Perform user account setup, maintenance, password resets, access provisioning, and deactivation activities in accordance with company security policies
Assist with onboarding and offboarding activities including workstation setup, software deployment, and equipment provisioning
Support Microsoft 365, Active Directory, email systems, VPN access, wireless connectivity, and collaboration tools
Maintain inventory records for IT hardware, software licenses, and assigned equipment
Assist with workstation imaging, deployments, upgrades, and routine maintenance activities
Support manufacturing and distribution environments by troubleshooting production-floor technology and business systems as needed
Participate in system rollouts, office expansions, infrastructure upgrades, and continuous improvement initiatives
Create and maintain technical documentation, user guides, and knowledge base articles
Generate periodic reporting related to ticket trends, response times, asset tracking, and recurring support issues
Follow established cybersecurity, data protection, and IT governance policies
Identify and report potential security concerns, phishing attempts, or unauthorized access issues
Support endpoint protection, patching, and device compliance initiatives