Desktop Support

Department: IT Infrastructure

Employment Type: Full Time

Location: Fort Worth 2101

Reporting To: Anthony Valenzuela

Compensation: $20.00 - $24.00 / hour

Description

Desktop Support is a vital part of our IT Service Desk, providing essential technical assistance to end-users within the organization. Your role involves diagnosing and resolving hardware and software issues, ensuring optimal workstation performance, and maintaining an elevated level of customer satisfaction. You will be the first point of contact for employees seeking technical assistance, managing support tickets, and escalating more complex issues to senior team members when necessary.

The ideal candidate has proven desktop support skills, and strong knowledge of Windows operating systems. They should possess excellent problem-solving abilities, effective communication skills, and a customer-oriented attitude. The candidate should be capable of working independently and as part of a team, with a commitment to delivering high-quality technical support.

Key Responsibilities

• Communicate with end-users via Microsoft Teams, email, and in-person.
• Provide first-level support by diagnosing and troubleshooting hardware, software, and network issues on desktops, laptops, and peripheral devices.
• Install, configure, and maintain operating systems, software applications, and hardware components using hands-on and remote desktop methods.
• Manage user accounts, permissions, and access rights in accordance with company policies.
• Document and track all support requests using the ITSM ticketing system.
• Escalate complex technical issues to senior IT staff or specialized teams.
• Maintain hardware and software inventory in CMDB.
• Assist with the deployment and maintenance of IT equipment and infrastructure.
• Conduct user training and create documentation to enhance end-user understanding and productivity.
• Perform routine system maintenance and updates to ensure security and efficiency.
• Participate in IT projects and initiatives as required.
  
  

Education/Certifications

Job Qualifications

• High School Diploma
• 1-2 years of related experience or education.
• General IT knowledge in the areas outlined in Primary Tasks
  
  

Preferred Education/Certifications

• Associate degree in Information Technology, Computer Science, or a related field.
• One or more of the following certifications or their equivalent: CompTIA A , CompTIA Network , CompTIA Security .
  
  

Experience

• 2 years of related experience or education.
  
  

Preferred Experience

• 1-2 years of technical support experience in a Service Desk role.
• HP and Zebra Printer experience.
  
  

Skills And Qualifications

• Strong knowledge of Windows and Mac operating systems, as well as common software applications.
• Excellent critical thinking skills and the ability to work under pressure.
• Customer-oriented attitude with a focus on delivering high-quality support.
• Ability to work independently and as part of a team.
  
  

Preferred Qualifications

• Advanced skills in Excel (formulas, pivot tables, etc.) and PowerPoint.
• Familiarity with virtualization, remote desktop solutions, and mobile device management.
  
  

Physical Requirements

• Must be able to lift 50 pounds and be able to bend, stoop, kneel, crouch, and crawl.
  
  

Benefits

• Medical, Dental, Vision, and Life Insurance
• Flexible Spending Accounts (Medical and Dependent Care)
• 401(k) Plan with Company Match
• Generous Paid Time Off
• 10.5 Paid Holidays
• Career Development Opportunities