Job Description

We are an Environmental Consulting company seeking a full-time I.T. Helpdesk Support Technician 1 to work primarily on-site with a dynamic team and a rapidly growing company in the Dallas area. We are looking for an individual with a strong, intermediate level background in computer repair, troubleshooting, and familiarity with Windows 10/11 and the Microsoft 365 suite (Outlook, Word, Excel, OneDrive, etc.). The company offers health and retirement benefits, paid time off for full-time employees, and an opportunity to build and grow your I.T. career. Our IT department is seeking a dedicated IT Desktop Support Associate to join our team on a full-time basis. The associate will be responsible for supporting our IT members during non-traditional hours with potential leadership responsibilities.

Primary Responsibilities:

• User Account Management: Administer user accounts across different platforms, including account creation, password resets, MFA (Two-Factor Authentication) management, disabling accounts, and archiving user data.

• Technical Support: Provide desktop and laptop support, including, on-call and I.T. help to support I.T. techs and MSP in our overseas locations during work shift. Coordinate shipping, delivery, and returns of IT equipment. Provide remote support and guidance, particularly for overseas team members.

• Help Desk Tickets: Respond to and resolve help desk tickets, escalating issues as needed and ensuring timely resolution to maintain high client satisfaction.

• Documentation: Manage and update IT requests and tickets to support users and clients, assist with technical documentation to improve internal processes.

• Asset Management: Participate in IT asset management and assist with IT projects, such as infrastructure upgrades.

• Collaboration: Work with the IT team to ensure smooth day-to-day operations and continuous improvement of IT services. Assist overseas IT team members with tickets and issues, maintaining Quality Assurance (QA) & SLA times.

Work Environment, Hours, & Benefits:

This position will cover the overnight shift from 12:00 AM to 9:00 AM (Central Time), Monday to Friday or Sunday to Thursday. Training will take place over six to twelve weeks during normal business hours in our Dallas Corporate office before transitioning to the night shift.

This role is based in our Dallas corporate office, near the 635 and 75 High Five Interchange. Specific days for on-site versus remote work will be determined based on operational needs. We offer full health and retirement benefits, including medical, dental, vision, a 401k plan, and flexible PTO and holiday time.

Help Desk Qualifications / Skills & Requirements:

• Problem-solving skills

• Basic Computer & LAN knowledge

• Excellent verbal and written communication skills (English proficiency required)

• Documentation & Procedure skills

• Operating systems knowledge

• Phone skills

• Customer service focus

• Quality Focus

• PC proficiency (Microsoft Operating Systems, Microsoft Office)

• On-Prem & Azure Cloud knowledge

Preferred Qualifications (Not Required):

• Linux & Mac OS knowledge

• Bilingual (Hindi/Telugu) proficiency, though proficient English is mandatory

• Pursuing or recently completed a degree in Management Information Systems, Computer Science, Information Technology, or a related field

Education, Experience, and Licensing Requirements:

• High school diploma, GED, or equivalent

• Prior information technology or operating systems experience preferred

• Familiarity with basic office software (Windows, Office, Word, Excel, Outlook)

• Prior experience or coursework related to IT help desk, desktop support, or systems administration. Seeking strong intermediate I.T. skills.

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