Help Desk Specialist

We are seeking a Helpdesk Specialist to provide technical assistance with computer systems, hardware, and software. As a solutions desk technician, you are responsible for responding to phone queries about incidents/service requests and offering technical support to customers using computer systems, mobile devices, and printing for both hardware and software., * Serves as the first contact with customers who need technical assistance via the phone.

• Troubleshoots, diagnoses, and resolves technical hardware and/or software issues.
• Performs troubleshooting using different diagnostic techniques.
• Provide quick resolution and excellent customer service
• Redirects unresolved issues to the next level of support personnel.
• Provides needed information on IT products and/or services.
• Keep record of the reported problem(s) and the resolution via the ticketing system
• Follow-up with customers on unresolved issues and tickets submitted via the web portal
• Demonstrate professional level soft skills that results in high customer satisfaction scores
• 1In-depth knowledge of computer systems and mobile devices running Microsoft Windows 10 & 11, Mac OS & iOS & Microsoft Office Suite
• Performs other related duties as assigned.

Airport Special Requirements:

• Must obtain an Airport Identification/Access Badge (badge) in accordance with Department of Homeland Security Transportation Security Administration (TSA) requirements in Chapter 49 of the Code of Federal Regulations Part 1500 et al., and DFW Airport's Airport Security Program within thirty (30) days from date of employment and maintain qualification for a badge upon each badge renewal.

• Experience providing technical support for an IT Solutions Desk/Help Desk/Service Desk.
• Experience with Windows 10 & 11, Microsoft Office Suite, Microsoft 365, Microsoft Teams, and Mac OS & iOS, Active Directory.
• Experience diagnosing and resolving basic technical issues-hardware, software, network, and access issue- while communicating with the customer in a professional manner.
• Experience demonstrating customer-oriented focus and patience while providing excellent communication and interpersonal skills.
• Experience demonstrating advanced Troubleshooting and Critical thinking techniques while resolving incidents and service requests.
• Experience with Security Awareness management: Identity & Access Management, helping users understand security policies and best practices and responding to basic security-related tickets (phishing emails, suspicious links, password issues, MFA problems, etc.)
• Experience demonstrating advanced time management skills and multi-tasking skills

Other Requirements:

• Completion of high school curriculum or equivalent. Prefer Associate degree or higher in computer science or related field.
• Reliable transportation and possession of a valid class C driver's license

Preferred Certification:

• CompTIA A+ Certification
• Microsoft 365 Certification