Specialist IT I - Dallas (Onsite)
About The Position
The Tier 1 Service Desk Specialist provides first-line technical support to users across the organization, focusing on resolving basic hardware, software, access and network issues. This role is responsible for answering support calls, logging and triaging tickets, and assisting users with troubleshooting technical issues. The Tier 1 Service Desk Specialist will guide users through standard troubleshooting steps, reference and direct users to Knowledge Base Articles (KBAs), and escalate issues as needed when they cannot be resolved at first contact. The role is also responsible for helping maintain KBA accuracy and creating or updating KBAs when new or repeatable issues are identified.
Requirements
- High school diploma or equivalent required.
- 0–2 years of experience in a technical support or customer service role.
- Basic troubleshooting and problem-solving skills.
- Familiarity with computer hardware, networking, and software (Windows, macOS, Office 365).
- Experience with ticketing systems preferred.
Nice To Haves
- Technical certifications (e.g., CompTIA IT Fundamentals, A+) are a plus.
Responsibilities
- Answer Service Desk calls from corporate end users.
- Provide Tier 1 support for basic hardware, software, and network issues (e.g., password resets, printer problems, connectivity).
- Log and track incidents and requests using the ticketing system, ensuring accurate documentation.
- Follow standard troubleshooting steps and procedures.
- Escalate unresolved or complex issues to Tier 2 or Tier 3 support.
- Guide end users through basic IT processes and troubleshooting steps.
- Maintain and update self-service knowledge base articles (KBAs) for common issues.
- Promote effective use of IT resources to improve productivity.
- Document incident resolutions in tickets and KBAs.
- Assist with basic IT security measures (e.g., verifying user identity).
- Collaborate with IT teams on routine tasks and minor projects.
- Support inventory management for hardware and software assets.
- Performs additional duties and projects as assigned.
- Consistent regular scheduled attendance is considered an essential function of this job.
Benefits
- Competitive healthcare, dental & vision insurance
- 401(k) matching after one year of employment
- Generous time off + company holidays
- Merchandise discount
- Learning & Development programs
- Much more!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
