IT Help Desk Support Specialist

$40,000 - $47,000/Yr

Prototype It - Lewisville, TX

Full-time

Lewisville, TX

Professional, Scientific, and Technical Services

About the position

Prototype:IT is seeking IT Help Desk Support Specialists who are problem-solvers with a desire to grow their IT knowledge in a challenging and fast-paced environment. You will have the opportunity to support clients in a variety of industries, using the most current technologies, in a culture that puts their employees first. Our IT Help Desk Support Specialists provide technical support to customers by installing, configuring, repairing, and troubleshooting hardware and software problems. In this role, you will provide remote technical assistance to clients who are experiencing software or hardware issues. You will respond to IT-related incidents and requests in a timely and efficient manner, troubleshooting and diagnosing technical problems, including hardware and software issues, network connectivity, and printing problems. You will also assist with installing and configuring software and hardware for employees, acting as a liaison with 3rd-party vendors to resolve technical issues or coordinate maintenance activities. Maintaining accurate records of IT-related incidents, requests, and solutions using a help desk ticketing system is essential. You will contribute to the development and maintenance of IT documentation and procedures, keeping up-to-date with emerging trends and technologies in IT support. Throughout your interactions, you are expected to approach all encounters with customers and fellow employees in a friendly, service-oriented manner, while maintaining compliance with Prototype:IT standards, including regular attendance, grooming, and security guidelines.

Responsibilities

• Provide remote technical assistance to clients experiencing software or hardware issues.
• Respond to IT-related incidents and requests in a timely and efficient manner.
• Troubleshoot and diagnose technical problems, including hardware and software issues, network connectivity, and printing problems.
• Escalate complex technical issues to appropriate IT staff as needed.
• Assist with installing and configuring software and hardware for employees.
• Act as a liaison with 3rd-party vendors to resolve technical issues or coordinate maintenance activities.
• Maintain accurate records of IT-related incidents, requests, and solutions using a help desk ticketing system.
• Contribute to the development and maintenance of IT documentation and procedures.
• Keep up-to-date with emerging trends and technologies in IT support.
• Approach all encounters with customers and fellow employees in a friendly, service-oriented manner.
• Maintain compliance with Prototype:IT standards, including regular attendance, grooming, and security guidelines.

Requirements

• Minimum of 2 years' experience in a technical support role.
• A degree in Information Technology, Computer Science, or equivalent experience.
• Strong technical skills in Windows and/or Mac operating systems, Microsoft Office Suite, networking, and remote desktop support.
• Excellent communication skills, both written and verbal.
• Ability to work effectively with users at all levels of the organization.
• Strong problem-solving skills and ability to think creatively to find solutions.
• Ability to work independently and as part of a team.
• IT industry certifications, such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP), are a plus.

Nice-to-haves

• IT industry certifications, such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP), are a plus.