Help Desk Support Specialist

Help Desk Specialist

DFW Airport Texas 75261

12 Months Contract

Onsite (Mondya to Friday)

The Help Desk Specialist I serves as the first point of contact for employees seeking technical

assistance and is responsible for delivering exceptional customer service while providing

technical support through phone, email, chat, and ticketing systems. This role supports a wide

range of technology-related issues, including hardware, software, account access, mobile

devices, and network connectivity.

The Help Desk Specialist is expected to independently manage support requests, troubleshoot

and resolve routine to moderately complex technical issues, and recognize when escalation to

senior technicians or specialized support teams is required. This position requires strong critical

thinking skills, effective communication, sound judgment, and the ability to work independently

while maintaining a high level of customer satisfaction.

Essential Duties and Responsibilities

• Provide first-level technical support for hardware, software, account access, mobile device, and connectivity issues
• .Troubleshoot and resolve issues related to Microsoft Windows 10/11, Microsoft 365 applications, Outlook, Teams, web browsers, printers, and basic network connectivity
• .Create, update, maintain incident and service request tickets with accurate documentation of troubleshooting performed and actions taken
• .Create and manage new hire profiles, user accounts, software installations, password resets, and account unlock requests
• .Utilize Active Directory, Microsoft Entra ID (Azure), SCCM, remote support tools, and othe
• rsupport platforms to diagnose and resolve issues
• .Support users remotely using tools such as SCCM Remote Control Viewer, and other approved support applications
• .Follow established knowledge articles, procedures, security requirements, and support processes
• .Receive and manage a variety of support requests ranging from routine issues to mor
• ecomplex technical problems requiring investigation and escalation
• .Independently support incoming calls and ticket requests during assigned shifts, including periods where the technician may be the sole Solutions Desk representative available
• .Identify issues requiring escalation and coordinate with senior technicians, engineering teams, vendors, or application owners as appropriate
• .Maintain ownership of customer issues through resolution or successful handoff while providing timely communication and status updates
• .Meet established service level agreements (SLAs), quality standards, and customer service expectations
• .Participate in ongoing training and professional development activities
• .Perform other related duties as assigned

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Required Knowledge, Skills, and Abilitie

• s Strong customer service and interpersonal communication skill
• s.Ability to troubleshoot technical issues using critical thinking and analytical problem-solving skill
• s.Ability to remain calm and professional while supporting frustrated or difficult customer
• s.Ability to work independently and make sound decisions with limited supervisio
• n.Ability to recognize issue severity and determine appropriate escalation path
• s.Strong attention to detail and documentation skill
• s.Ability to manage multiple priorities in a fast-paced support environmen
• t.Working knowledge of Microsoft Windows operating systems, Microsoft Office Suite, Microsoft 365, and mobile device suppor
• t.Familiarity with ticketing systems, remote support tools, and user account administratio

n.Tools and Technologie

• s ServiceNow or equivalent ticketing platfo
• rmGenesys Clo
• udActive Directo
• ryMicrosoft Entra ID (Azur
• e)Microsoft 3
• 65SharePoint/ OneDri
• veSC

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Minimum Qualificatio

• ns Associate degree in Information Technology, Computer Science, Business Technology, or a related fi
• eldThree (3) to five (5) years of professional experience providing technical support in a Help Desk, Service Desk, Call Center, or End User Support environme
• nt.Experience supporting MACs Microsoft Windows operating systems and Microsoft 365 applicati
• onsAny equivalent combination of education, certifications, and experience may be substituted for the above requiremen
• ts.Must be able to obtain and maintain CJIS certificati