What are the responsibilities and job description for the Information Technology Help Desk Technician position at Idexcel?
IT Help Desk Technician (Onsite – Plano, TX)
📍 Location: Plano, TX
🕒 Schedule: Monday–Friday | 8:30 AM – 5:30 PM
💼 Contract: 1 Year Extension
About the Role
We are seeking a skilled and customer-focused IT Help Desk Technician to provide fast, accurate technical support to our internal users. In this role, you will troubleshoot hardware and software issues, support daily IT operations, and help ensure a smooth technology experience for all employees.
If you enjoy problem-solving, have strong communication skills, and excel in a customer-facing support environment, we’d love to hear from you.
What You’ll Do
- Serve as the first point of contact for technical assistance via phone and email
- Perform remote troubleshooting using diagnostic questions and tools
- Walk users through step-by-step solutions
- Escalate unresolved issues to higher-level support teams
- Install, configure, and repair laptops, desktops, and printers
- Support Microsoft Office Suite, SAP GUI, antivirus tools, and basic network functions
- Maintain accurate logs of issues, resolutions, and follow-ups
- Provide feedback and suggestions to internal teams for continuous improvement
- Identify, recommend, and help implement process improvements
What We’re Looking For
- 1–4 years of experience in Help Desk, IT Support, Desktop Support, or a related field
- Strong working knowledge of PCs, laptops, printers, LAN, and cabling
- Ability to diagnose and resolve basic hardware and software issues
- Experience with security tools such as NASCA, ESCORT, Antivirus
- Computer skills must include: Microsoft Office Suite, SAP GUI
- Solid understanding of computer systems & mobile devices
- Excellent communication and customer-service skills
- Cool-tempered, patient, and able to handle difficult situations professionally
- A Certification preferred
- BSc/BA in IT, Computer Science, or related field (or equivalent experience)
Why Join Us?
You’ll play a key role in ensuring our users receive the best technical support possible, helping maintain a positive, reliable IT environment that keeps the business running smoothly. This is a great opportunity to grow your skills, gain hands-on experience, and build a strong foundation in IT support.