What are the responsibilities and job description for the Help Desk Specialist position at The Hire Solution?
Tier 1 Help Desk Support
Location : Plano, TX
Job Type : Full-time, Special Project
Open Positions : 2
Company Overview :
We are a dynamic travel company based in Plano, TX, seeking two experienced Tier 1 Help Desk Support candidates for a special project. The project is critical to our operation, and we require candidates to start immediately. This is a fantastic opportunity to contribute to a fast-paced environment where customer service and technology meet to provide excellent support.
Job Summary :
As a Tier 1 Help Desk Support team member, you will be the first point of contact for our employees and clients, assisting them with technical issues, resolving IT-related problems, and providing general support for software and hardware systems. You'll work closely with the internal IT team to escalate issues as needed and ensure the smooth operation of day-to-day activities for our growing team.
Key Responsibilities :
- Serve as the first point of contact for all technical support queries via phone, email, and chat.
- Troubleshoot and resolve hardware and software issues (Windows, macOS, Microsoft Office Suite, etc.).
- Log, categorize, and track support tickets using the company's ticketing system.
- Escalate unresolved issues to Tier 2 or specialized support teams as necessary.
- Provide guidance on system use, access, and technical troubleshooting to end-users.
- Assist with basic network troubleshooting and connectivity issues.
- Maintain thorough documentation of all help desk activities, resolutions, and follow-ups.
- Ensure timely resolution of support requests in line with the company's service-level agreements (SLAs).
- Collaborate with the IT team to identify trends in issues and recommend process improvements.
- Stay up-to-date with the latest IT systems, updates, and best practices.
Required Qualifications :
Preferred Qualifications :
Work Environment :
