Service Desk Agent-Technical Support

Workforce Opportunity Services • Farmers Branch, TX

21d • Hybrid

About The Position

Under direct supervision, with mentoring and guidance, the Service Desk Agent-Technical Support provides technical support to end users of company workstations, personal computers, hardware, software, peripherals, and mobile/cellular devices. The agent responds to standard questions and issues reported by phone, chat, or tickets, and may investigate standard requests for information and IT issues. The role develops experience handling day-to-day support matters and works in a flexible, team-oriented environment requiring strong communication, analytical, and organizational skills.

This is a full-time, 40-hour-per-week position with an on-call rotation covering nights, weekends, and holidays. The employee must be available for one of three Monday–Friday shifts: 10:00 a.m.–7:00 p.m., 11:00 a.m.–8:00 p.m., or 12:00 p.m.–9:00 p.m. CST. The position is hybrid, with three days onsite and two days remote, based at the Dallas, Texas office. Pay is $20.00 per hour, plus benefits.

Requirements

• Authorized to work in the United States.
• High school diploma or equivalent.
• Available to work full-time.
• Experience with macOS.
• Experience with Linux.
• Knowledge of Microsoft operating systems, including Windows 10/11, and Office 365 applications.
• Knowledge of personal computer technology and hardware, as well as cellular telephones.
• Knowledge of the M.I.S. environment.
• Excellent customer service skills.
• Aptitude for identifying, analyzing, and resolving common technical issues involving personal computers, workstations, software, and associated hardware.
• Available to work one of the listed Monday–Friday shifts and participate in an on-call rotation covering nights, weekends, and holidays.

Nice To Haves

• Knowledge of M.A.C. (Moves, Adds, and Changes) and Virtual Desktop.
• Knowledge of the KCS Method and knowledge-based articles.

Responsibilities

• Provide technical support for standard configurations of workstations, personal computers, and associated hardware and software.
• Troubleshoot standard software and hardware questions, issues, problems, and failures by telephone, chat, or tickets.
• Identify complex issues and refer them to senior staff or other IT groups for investigation and resolution.
• Screen, diagnose, resolve, or refer assigned inquiries and work requests concerning personal computers, workstations, software, and associated hardware.
• Work with other staff members to resolve more complex matters when needed.
• Develop an understanding of common issues and their resolutions for standard workstations, personal computers, software, and associated hardware.
• Follow policies, procedures, and standards when responding to end-user requests and providing support.
• Document and report service requests and their outcomes according to standard procedures and practices.
• Perform other appropriate assigned responsibilities.

Benefits

• Low-cost health insurance after 90 days of full-time employment.
• Paid vacation, with accrual beginning immediately and availability after 90 days of full-time employment.
• Paid company holidays.
• Education support through tuition assistance, student loan reimbursement, or professional development.
• Individual mentor.

What This Job Offers

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