Tier 2 Help Desk

Our client in Carrollton, TX, is looking for a Help Desk Specialist to join their team. This role is essential for providing tier 2 technical support and Mac support at the headquarters and various client sites. The Help Desk Specialist will be key in implementing reliable processes, tracking metrics, and supporting the growth of the IT infrastructure.

This opportunity allows you to be part of a growing company offering upward mobility and an unmatched company culture. Enjoy competitive compensation and opportunities for professional growth in a collaborative environment. Access cutting-edge technology and contribute to our positive workplace culture at our convenient onsite location.

Responsibles for the role:

• Provide tier 2 technical support and Mac support for the headquarters and client sites.
• Support a growing number of client sites, aiming to reach 1000 from the current 230.
• Collaborate with the technical team to resolve issues and bridge any gaps in support.
• Maintain and enhance metrics, KPIs, and operational processes.
• Handle software installations, desktop/mobile devices, basic networking, troubleshooting, PC repairs, and operating system configurations.
• Manage server operations (HyperV) and backup processes.
• Troubleshoot VPN issues and install VPN software on Macs.
• Utilize a ticketing system (currently IssueTrack, transitioning to ServiceNow) for tracking and resolving issues.

Requirements to apply for the role:

• 3+ years of experience with COMPTIA A+, Network+ or equivalent experience.
• Strong Mac support experience including VPN troubleshooting and software installations.
• Proficiency with server operations (HyperV) and backup processes.
• Experience with high-volume tier 2 support using ticketing systems.
• Strong communication skills and ability to work in a collaborative team environment.