What are the responsibilities and job description for the Information Technology Help Desk Technician position at Trinity Consultants?
SUMMARY
We are seeking a full-time I.T. Helpdesk Support Technician 1 to work on-site with a dynamic team and a rapidly growing company in the Dallas area. We are looking for an individual with a background in computer repair, troubleshooting, and familiarity with Windows 10/11 and the Microsoft 365 suite (Outlook, Word, Excel, Teams, OneDrive, etc.) and some Mac OS experience.
The company offers health and retirement benefits, paid time off for full-time employees, and a opportunity to build and grow your I.T. career. Our IT department is seeking a dedicated IT professional to join our team on a full-time basis. The associate will be responsible for supporting our IT members during a normal work day with potential leadership responsibilities. This position will be based in the Trinity Dallas Office and the role will require the individual to be on-site (This is not a work from home position).
DUTIES AND RESPONSIBILITIES:
- User Account Management: Administer user accounts across different platforms, including account creation, password resets, MFA (Two-Factor Authentication) management, disabling accounts, and archiving user data.
- Technical Support: Provide desktop and laptop support, including imaging and re-imaging devices, coordinating shipping, delivery, and returns of IT equipment. Provide remote and on-site support, particularly for overseas team members.
- Help Desk Tickets: Respond to and resolve help desk tickets, escalating issues as needed and ensuring timely resolution to maintain high client satisfaction.
- Documentation: Manage and update IT requests and tickets to support users and clients, assist with technical documentation to improve internal processes.
- Asset Management: Participate in IT asset management and assist with IT projects, such as infrastructure upgrades.
- Collaboration: Work with the IT team to ensure smooth day-to-day operations and continuous improvement of IT services. Assist overseas IT team members with tickets and issues, maintaining Quality Assurance (QA) & SLA times.
- Special Projects: This position may participate and focus on assisting with specialized technical support on specific I.T. projects, (i.e. integration, migration, acquisitions, etc.), on a need to basis.
REQUIRED SKILLS/ABILITIES:
- Problem-solving skills
- Basic Computer & LAN knowledge
- Excellent verbal and written communication skills (English proficiency required)
- Documentation & Procedure skills
- Operating systems knowledge (Windows, Mac OS, Phone OS). Linux a plus, but not required.
- Phone & Telecommunication Basic Support skills
- Customer service focus
- Quality Focus
- PC proficiency (Microsoft Operating Systems, Microsoft Office & Mac OS)
- On-Prem/Local PC & Microsoft Entra Cloud knowledge
EDUCATION AND EXPERIENCE:
- High school diploma, GED, or equivalent
- Prior information technology or operating systems experience preferred. 1 to 2+ years’ experience, preferred with strong I.T. troubleshooting and customer service skills.
- Identify any preferred education, certifications, licenses, or specialized training.
- Include equivalent experience language if applicable.
- Familiarity with basic office software (Windows, Office, Word, Excel, Outlook, One Drive, Teams)
- Prior experience or coursework related to IT help desk, desktop support, system administration.