IT Service Desk Technician I

Propelled Brands Franchising, LLC • Carrollton, TX

3d • Hybrid

About The Position

The Service Desk Technician Level I provides first-level technical support to franchisees and corporate employees, both in-office and remote. This role is responsible for resolving computer hardware, software, user account, and basic network-related issues while delivering a helpful, professional customer experience. Reporting to the Manager, IT Service Desk, this position documents, tracks, prioritizes, and monitors support requests to ensure timely resolution. The ideal candidate is customer-focused, technically curious, organized, and comfortable following established processes while escalating critical issues when needed.

Requirements

• Exceptional customer service and communication skills.
• A high school diploma, associate degree in Computer Information Systems or a related field, or equivalent work experience.
• Up to three years of experience in a Service Desk Technician, help desk, or technical customer support role, preferably within a mid-sized company.
• Working knowledge of computer hardware, including desktops, laptops, mobile devices, and peripherals.
• Basic networking fundamentals and troubleshooting skills.
• Proficiency with Microsoft Windows, macOS, and Microsoft Office.
• Experience supporting Google Workspace and Microsoft 365 end users.
• Familiarity with virus and malware identification and removal.
• Experience configuring and troubleshooting iPhone and Android devices.
• Ability to configure and troubleshoot printers and phone systems.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple requests and work effectively in a fast-paced environment.

Nice To Haves

• CompTIA A+ certification preferred.
• CompTIA Network+ or HDI Help Desk certification is a plus.
• A positive, ethical, and solutions-oriented approach to supporting customers.
• The ability to communicate technical information clearly to users with varying levels of technical experience.
• Ability to lift and move equipment weighing up to 50 pounds on occasion.

Responsibilities

• Provide frontline IT support, including triage and resolution of technical issues.
• Respond to incoming requests related to computer systems, software, hardware, and user access.
• Manage user account lifecycles in Google Workspace and Microsoft 365 environments.
• Monitor, prioritize, and process Service Desk tickets on a first-in, first-out basis.
• Research and resolve questions related to supported software and computing platforms in a professional and courteous manner.
• Document technical support requests and resolutions accurately and thoroughly.
• Install, configure, modify, and repair computer hardware and software.
• Guide users through troubleshooting and problem-solving processes.
• Follow up with users, provide feedback, and see issues through to resolution.
• Assist with maintaining inventory of IT equipment, software, and software licenses.
• Escalate critical or complex issues to the appropriate team members.
• Maintain regular and predictable attendance.
• Perform other duties as assigned.

Benefits

• Employer sponsored medical and dental plans
• Voluntary benefits such as vision, critical illness, accident, and pet insurance
• 100% Employer sponsored Short-Term Disability, Long-term Disability, and Basic Life Insurance
• Retirement Savings employer match up to 3% and 100% vested
• Generous paid time off policies
• Paid Parental Leave for mothers and fathers

What This Job Offers

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