What are the responsibilities and job description for the IT Helpdesk position at Hays Electrical Services?
Wichita Falls Helpdesk Role
We are seeking a Tier 2 IT Support Technician to serve as the primary on‑site IT presence. This role provides Tier 1 and Tier 2 technical support to end users while working closely with the centralized IT team at headquarters.
Requires a well‑rounded technician who can handle daily frontline support while also troubleshooting more complex issues independently and escalating to HQ when appropriate.
Tier 1 & Tier 2 End‑User Support
On‑Site IT Support
Process, Documentation & Teamwork
Required Qualifications
Preferred Qualifications
We are seeking a Tier 2 IT Support Technician to serve as the primary on‑site IT presence. This role provides Tier 1 and Tier 2 technical support to end users while working closely with the centralized IT team at headquarters.
Requires a well‑rounded technician who can handle daily frontline support while also troubleshooting more complex issues independently and escalating to HQ when appropriate.
Tier 1 & Tier 2 End‑User Support
- Provide frontline (Tier 1) and escalation‑level (Tier 2) technical support for:
- Windows workstations and laptops
- Common business applications
- Printers, peripherals, and mobile devices
- Diagnose and resolve hardware, software, and connectivity issues
- Support new hires with workstation setup, onboarding, and orientation
- Deliver professional, customer‑focused support to users in the branch office
On‑Site IT Support
- Act as the primary on‑site IT contact
- Perform basic network troubleshooting:
- Connectivity issues
- Cabling and patching
- Switches and wireless access points
- Coordinate with HQ IT teams for:
- Infrastructure changes
- Systemwide issues
- Escalations beyond branch‑level support
- Maintain local IT equipment, hardware inventory, and spare assets
- Support office expansions, moves, and technology upgrades as needed
Process, Documentation & Teamwork
- Follow established IT procedures, standards, and change controls
- Accurately document work in the ticketing system
- Communicate clearly with HQ IT and local leadership
- Work independently while remaining fully aligned with the IT team
Required Qualifications
- 3 years of hands‑on IT support experience (Tier 1 and Tier 2)
- Experience supporting Windows desktop and laptop environments
- Strong troubleshooting skills and customer service mindset
- Basic networking knowledge (IP addressing, switches, cabling, Wi‑Fi)
- Experience working with ticketing systems
- Ability to operate independently at a remote site
- Strong communication skills and team‑oriented attitude
Preferred Qualifications
- Experience supporting branch or remote offices
- Familiarity with Microsoft 365 / Entra ID environments
- Basic experience with endpoint management tools
- CompTIA A , Network , or equivalent experience