Onsite - IT Help Desk Technician - Carrollton Tx

Carrollton, TX

About the Role 

We are seeking a Help Desk Technician to join our Service Desk team. This is a frontline technical support role responsible for resolving common user issues, completing service requests, and providing a professional support experience for our clients. You’ll work across a variety of client environments and technologies, handling issues directly when they fall within your skill set and escalating appropriately when they require deeper expertise. 

Responsibilities 

  • Provide technical support to clients by phone, email, and remote support tools. 

  • Troubleshoot common Windows, Microsoft 365, application, hardware, printer, and connectivity issues. 

  • Support user accounts, passwords, MFA, Microsoft 365 applications, and other routine access requests. 

  • Perform basic network troubleshooting involving Wi-Fi, VPN, DNS, and endpoint connectivity. 

  • Install and configure approved software, computers and peripherals 

  • Follow established procedures, knowledge base articles, and client-specific documentation. 

  • Keep clients informed while issues are being worked. 

  • Document troubleshooting, communication, and resolution details accurately in ConnectWise PSA. 

  • Escalate issues appropriately when they require additional access, expertise, or troubleshooting. 

  • Continue developing technical knowledge and learn from escalated issues. 

Qualifications 

  • Previous help desk, desktop support, IT support, or comparable hands-on experience preferred. 

  • Working knowledge of Windows and common business applications. 

  • Familiarity with Microsoft 365 and cloud-based business environments. 

  • Basic understanding of networking, identity, access, and security concepts. 

  • Strong Troubleshooting and Problem Solving skills

  • Clear written and verbal communication. 

  • Strong Customer service sills and the ability to work with users of varying technical ability

  • Ability to follow documented procedures while knowing when to ask for help. 

  • Ability to manage multiple tickets and priorities in a service desk environment. 

Experience in a Managed Service Provider (MSP) environment or with ConnectWise PSA is helpful but not required. 

What We're Looking For

Strong candidates who can take an unfamiliar problem, ask the right questions, troubleshoot it logically, communicate clearly with the client, and recognize when an issue should be escalated. You should enjoy a fast-paced environment, be comfortable switching between different problems throughout the day, and stay organized when priorities compete for your attention. Certifications are welcome but not required; we place greater value on practical knowledge, good judgment, communication skills, and the ability to learn.