IT Support / Tier 2 Help Desk

Location: Plano, TX

Job Type: Full Time / Permanent

The IT Support Associate will support IT business and enterprise operations teams in multiple US time zones. The IT Support Associate will apply internal customer service skills, technical knowledge, expertise, and technical troubleshooting skills to support the IT business practice and its internal customers.


  • Serve as the first point of contact and front-end support answering inbound helpdesk requests for all areas of the IT Enterprise. In this position, you will be interacting with employees, customers, vendors, contractors, and anyone else who may need your support
  • Diagnose, troubleshoot and resolve technical issues related to Wi-Fi and remote connectivity, IT hardware, software, applications, peripherals and mobile and desktop equipment
  • Install desktop and laptop hardware, software and peripheral components as required
  • Perform onboarding and maintenance of corporate user accounts and groups within Microsoft Active Directory
  • Perform maintenance and troubleshooting on printers and copiers and IP telephony systems
  • Configure, update, wipe and/or repair Windows and Mac desktop systems
  • Support corporate base of iPhone and Android mobile users.
  • Setup, configure and troubleshoot Microsoft Office applications and perform administrative functions within Microsoft Office 365
  • Follow up on tracked requests and ensure timely resolution, with goal to resolve all issues first call
  • Provide feedback on reducing ticket times and helpdesk efficiency
  • Engage and contribute with the IT team on projects and task supporting business Enterprise needs
  • Provide wireless network support for users including connectivity issues and administrative functions of the system
  • Assist in development of procedures that outline how incidents, requests, and problems are identified, documented, escalated and managed


  • High school diploma or equivalent
  • 3+ years of proven experience in a helpdesk environment (Tier II support)
  • Strong understanding of computer systems, mobile devices, and applications in an Enterprise IT environment
  • Experience with wired and wireless Local Area Networks (LAN), Wide Area networks (WAN) and networking preferred, but not required
  • Ability to diagnose, troubleshoot and resolve basic to complex end user technical issues
  • Advanced knowledge of Mac operating systems and products
  • Working knowledge of Microsoft operating systems and Office products
  • Excellent oral and written communication skills
  • Certification on Microsoft Client or Server products is preferred, but not required
  • SharePoint, Salesforce or ServiceNow experience is preferred, but not required


  • Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
  • Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
  • Diversity – Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
  • Innovation – Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ attention.
  • Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
  • Judgement – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
  • Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
  • Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
  • Safety and Security – Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
  • Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
  • Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.