Help Desk Specialist

3 weeks ago


Plano, Texas, United States The Hire Solution Full time

We are seeking a skilled Tier 1 Help Desk Support professional to join our team at The Hire Solution. As a key member of our IT department, you will be responsible for providing exceptional technical support to our employees and clients.

Key Responsibilities:

• Serve as the first point of contact for all technical support queries via phone, email, and chat.
• Troubleshoot and resolve hardware and software issues (Windows, macOS, Microsoft Office Suite, etc.).
• Log, categorize, and track support tickets using the company's ticketing system.
• Escalate unresolved issues to Tier 2 or specialized support teams as necessary.
• Provide guidance on system use, access, and technical troubleshooting to end-users.
• Assist with basic network troubleshooting and connectivity issues.
• Maintain thorough documentation of all help desk activities, resolutions, and follow-ups.
• Ensure timely resolution of support requests in line with the company's service-level agreements (SLAs).
• Collaborate with the IT team to identify trends in issues and recommend process improvements.
• Stay up-to-date with the latest IT systems, updates, and best practices.

Required Qualifications:

• Previous experience in a Tier 1 Help Desk or technical support role (preferably in a corporate environment).
• Familiarity with common operating systems (Windows, macOS) and office software (Microsoft Office, email platforms, etc.).
• Strong problem-solving skills and ability to handle multiple tasks.
• Excellent communication skills (written and verbal), with a focus on customer service.
• Ability to work in a fast-paced environment and manage time efficiently.
• Strong attention to detail and organizational skills.
• Must be available to start immediately.



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