IT Helpdesk Support (Tier I)
hace 24 días
Dallas
Job DescriptionDescriptionThe IT helpdesk support (Tier 1) is the first line of contact for technical support requests from internal users. This role will be responsible for providing prompt customer service and basic troubleshooting for common software, hardware, and account-level issues. Helpdesk support is responsible for documenting requests, resolving tier 1 issues, and escalating more complex problems to senior IT staff. This position does not include responsibility for system administration, server management, ERP configuration, network architecture, security administration, or production system changes. All advanced issues are escalated to senior IT staff. Key Responsibilities • Provide first-level technical support to end users via in-person, phone, email, ticketing system, and approved remote (RMM) tools, following documented procedures and guidance from senior IT staff., • Accurately document, update, and track all support requests in the ticketing system, ensuring clear notes, actions taken, and resolution status., • Troubleshoot and resolve common end-user issues related to desktops, laptops, printers, mobile devices, peripherals, and standard software applications, including basic printer setup, connectivity issues, and simple hardware diagnostics., • Coordinate device repairs or replacements under the direction of senior IT staff., • Follow established troubleshooting and incident management procedures (ITIL) and utilize existing knowledge base articles to resolve issues efficiently., • Maintain clear and professional communication with users, providing ticket updates and setting appropriate expectations for resolution timelines., • Escalate unresolved issues or incidents according to defined procedures, ensuring escalation tickets include accurate documentation of troubleshooting steps performed., • Assist with user onboarding and offboarding activities, including device setup, Microsoft account and email configuration, and basic application access, under supervision., • Maintain IT asset inventory records, tracking assigned laptops, monitors, mobile devices, and peripherals., • Provide basic support for conference room and AV systems, including Teams, Zoom, displays, and meeting peripherals, escalating issues as needed., • Perform routine, checklist-based checks of critical systems and shared devices, reporting issues, or abnormalities., • Identify and report potential security concerns, such as phishing attempts or suspicious activity, in accordance with company policy., • Associate degree in computer systems/computer technology preferred., • 1-2 years of preferred industry experience in a hands-on technical support role., • Basic understanding of Windows 10/11, Microsoft 365, Basic networking (DNS, DHCP, WI-FI, VPN)., • Strong customer service and communication skills., • Prior experience with ticketing systems., • Experience troubleshooting AV equipment and remote conferencing tools like Teams and Zoom., • Knowledge and experience supporting, troubleshooting, and configuring PC Hardware., • Office environment, must be able to sit for 7 or more hours daily, occasionally lifting 40 pounds.This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice. EEOC Vans Kitchen is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including but not limited to hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Vans Kitchen makes hiring decisions based solely on qualifications, merit, and business needs at the time.