IT Help Desk Specialist

Department:  Information Technology

Date Posted: 6/21/2024

Dallas Market Center is seeking an IT Help Desk Support Specialist to join our team! This is a dynamic role that combines Tier 1 and Tier 2 responsibilities. This position is essential for providing technical support and troubleshooting assistance to our staff. The ideal candidate will possess strong problem-solving abilities, excellent customer service skills, and a solid understanding of various IT systems including desktops, laptops, mobile devices, and network equipment. This is an in-office position.

Key Responsibilities:

• First-Level Support: Provide first-level contact and efficient resolution for IT issues, ensuring a high level of customer satisfaction.
• Advanced Troubleshooting: Handle escalated issues from Tier 1, including complex problems with hardware, software, servers, and networks.
• System Installation and Configuration: Install, configure, and troubleshoot desktop PCs, laptops, mobile devices, and various IT systems and applications.
• Network Support: Assist with the deployment, maintenance, and support of network infrastructure including switches, routers, and cabling.
• Inventory Management: Maintain and manage hardware and software inventory to ensure resource availability.
• Documentation: Create and maintain documentation for IT systems, policies, and procedures.
• Collaboration: Work closely with other IT team members to support network maintenance, upgrades, and other IT projects.
• Customer Support: Deliver in-person, telephone, and online support to end-users.

Requirements:

• Education: High School diploma or equivalent required. Bachelor’s Degree in Information Technology or related field, or equivalent experience preferred.
• Experience:
  • Tier 1: 1-2 years of experience in IT support.
  • Tier 2: 3-5 years of experience in an end-user desktop support role.
• Technical Skills:
  • Proficiency with Windows operating systems, Microsoft Office applications, and Office 365.
  • Strong knowledge of PC hardware/software, networking devices, and various IT systems.
  • Experience with iOS, Android devices, and VoIP phone systems.
  • Knowledge of Microsoft Server and Active Directory is a plus.
• Soft Skills:
  • Excellent problem-solving, communication, and customer service skills.
  • Ability to work independently and collaboratively in a team environment.
  • Strong organizational and time management skills.

Competencies:

• Customer Focus: Maintain a customer-focused mindset, ensuring users' needs are met promptly and effectively.
• Problem Solving: Recognize and define problems, identify alternative solutions, and implement plans to resolve issues.
• Dependability: Be consistently reliable and punctual, managing competing demands and adapting to frequent changes or unexpected events.
• Technical Proficiency: Demonstrate technical proficiency and an understanding of how systems and technologies interrelate and impact the organization.

Physical Requirements:

• Ability to sit in an office environment for most of each day.
• Ability to stand/walk for extended periods during market events.
• Ability to lift 40 lbs.