Help Desk Field Technician, Entry Level
Overview
You will own the end-user support experience for internal staff at a Dallas-based startup, resolving issues from first contact to post-resolution follow-up. You will handle Windows systems, G Suite (Gmail, Drive, Docs), and PC/laptop/printer hardware, tracking every case in an online ticketing system. Your team is a small, collaborative group of tech professionals building a unique service from the ground up. This role stands out for its emphasis on emotional intelligence and creative problem solving, not just technical fixes. You'll be the human face of IT, turning frustrated users into loyal advocates.
What You'll Do7
- 1Receive support requests via phone, email, and the online ticketing system, triaging each with speed and accuracy.
- 2Diagnose and resolve Windows and G Suite issues, from login problems to printer configuration, in the first 90 days.
- 3Document every interaction with detailed troubleshooting steps in the ticketing system, ensuring clear handoffs.
- 4Communicate status updates to end-users and team members, setting expectations and reducing anxiety.
- 5Escalate complex issues to L2 or vendor support, providing complete context to prevent repeat inquiries.
- 6Follow up with users after resolution to verify satisfaction and identify recurring patterns.
- 7Continuously expand your technical knowledge of PC hardware, laptops, and printers to reduce resolution times.
Requirements8
- 11+ years of experience in troubleshooting or customer support (preferred).
- 2Working knowledge of Windows operating systems and G Suite tools (Gmail, Drive, Docs).
- 3Familiarity with PC, laptop, and printer hardware configuration and deployment.
- 4Proven ability to document issues clearly, with attention to detail.
- 5Strong verbal and written communication skills, with a focus on empathy and clarity.
- 6Ability to work independently and as part of a team, with minimal supervision.
- 7Willingness to travel up to 25% (preferred).
- 8Prior experience with ticketing systems is a plus.
Salary Insight
$14 - $15k per year
Location
Required Skills
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