What are the responsibilities and job description for the Help Desk Technician position at FLATLAND HOLDINGS LLC?
Help Desk Technician (Level 2/3)
RK Main – Midland, TX 79707
Category: Information Technology
We are looking for a hands-on Level 2/3 Help Desk Technician to be a go-to technical resource for our entire organization. In this role you’ll do a bit of everything — supporting users day to day, tackling the tougher problems that come your way, and owning our ticketing system end to end. You’ll be the person who keeps support organized, responsive, and moving, while also digging into complex systems and network issues when they come up.
Primary Responsibilities
- Serving as a hands-on point of support for users across the company, in person, over the phone and email.
- Owning and administering the ticketing system — triaging, prioritizing, assigning, and tracking tickets from open to resolution
- Resolving a wide range of hardware, software, network, and account issues, and escalating or researching the complex ones through to a fix
- Performing root-cause analysis on recurring problems and implementing lasting solutions
- Supporting and troubleshooting Windows Server, Active Directory, and Microsoft 365 / Entra ID, and other Microsoft Admin portals
- Troubleshooting network connectivity (TCP/IP, DNS, DHCP, VPN, Wi-Fi) across corporate and field locations
- Handling endpoint setup, imaging, patching, and device management (e.g., Intune/MDM)
- Building and maintaining documentation, knowledge-base articles, and support procedures
- Using scripting/automation (PowerShell or similar) where it helps reduce manual work
- Tracking support trends through the ticket system and suggesting improvements to tools and processes
- Experience with VoIP and router rollouts
- Traveling to company locations as needed to service systems, hardware, and network
Equipment
What Makes This Role a Fit
To be successful in this role, you must be genuinely hands-on, comfortable owning problems from start to finish, and able to communicate clearly with both technical and non-technical users. You should be organized enough to keep a ticket queue running smoothly while still enjoying the technical, in-the-weeds work.
Requirements
- 3 years of hands-on IT support experience across a range of users and issues
- Experience owning or administering a ticketing/ITSM system
- Working knowledge of Windows Server, Active Directory, and Microsoft 365 / Entra ID
- Solid networking fundamentals (TCP/IP, DNS, DHCP, VPN) and multi-site troubleshooting ability
- Comfort with endpoint deployment, Intune, Autopilot, and device management
- Strong communication skills and a user-oriented, level-headed approach
- Willingness to travel to locations to service systems, hardware, and network equipment
Preferred Qualifications
- Associate’s or Bachelor’s degree in IT, Computer Science, or a related field
- Scripting/automation experience (PowerShell, Python, or Bash)
- AI experience Claude and Replit
- Azure environment
- Certifications such as CompTIA A , Network , Security , or Microsoft (Azure/M365)
If you are interested in this position, please apply at rksupply.net/careers
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.