Tier 1 Help Desk

Wheeler Staffing Partners is seeking a customer-focused Tier 1 Help Desk Technician for a contract opportunity in Plano, Texas. This role serves as the first point of contact for employees experiencing technical issues and is responsible for providing timely, professional, and effective IT support., • Serve as the primary point of contact for end-user technical support requests. • Provide support via phone, email, and ticketing systems. • Deliver exceptional customer service to onsite and remote employees. • Troubleshoot and resolve hardware, software, password, access, and connectivity issues. • Create, modify, and deactivate user accounts within Active Directory and Microsoft 365 environments. • Perform user provisioning, onboarding, offboarding, and access management activities. • Reset passwords, unlock accounts, and manage user permissions. • Support Microsoft Office applications including Outlook, Word, Excel, PowerPoint, and Teams. • Assist remote employees with VPN, workstation, and connectivity issues. • Install, configure, and troubleshoot desktop computers, laptops, printers, mobile devices, and related peripherals. • Document incidents, service requests, troubleshooting steps, and resolutions within the ticketing system. • Escalate complex technical issues to higher-level support teams when appropriate. • Follow established IT procedures, service standards, and security policies. • Contribute to knowledge base articles and end-user support documentation. • Participate in team meetings, training initiatives, and continuous improvement efforts.

The ideal candidate has experience supporting end users in a Microsoft environment, strong troubleshooting skills, and a commitment to delivering exceptional customer service. This position requires the ability to communicate technical information clearly to users with varying levels of technical knowledge while maintaining a positive and solutions-oriented approach., • 1–3 years of Help Desk, Desktop Support, Technical Support, or IT Customer Support experience. • Experience supporting end users in a Microsoft environment. • Hands-on experience administering Active Directory user accounts. • Experience with user provisioning, onboarding, offboarding, and account management. • Experience supporting Microsoft Office 365 applications. • Experience troubleshooting connectivity and remote user issues. • Familiarity with ticketing systems and service request management.

Technical Skills

• Working knowledge of Windows operating systems and desktop hardware. • Understanding of Active Directory and Microsoft 365 environments. • Experience troubleshooting hardware, software, account access, and connectivity issues. • Ability to document support activities accurately and thoroughly.

Professional Skills

• Excellent verbal and written communication skills. • Strong customer service and interpersonal abilities. • Exceptional problem-solving and troubleshooting skills. • Ability to explain technical concepts to non-technical users. • Strong organizational skills with attention to detail. • Ability to manage multiple priorities in a fast-paced environment., • Experience with Microsoft 365 Administration. • Familiarity with Azure Active Directory (Entra ID). • Experience supporting hybrid or remote workforces. • Exposure to VPN troubleshooting and mobile device support. • CompTIA A+, Microsoft Fundamentals, or related certifications preferred.

Key Success Factors

• Outstanding customer service mindset. • Strong sense of urgency and responsiveness. • Excellent attendance, reliability, and accountability. • Ability to remain calm, patient, and professional under pressure. • Strong team collaboration skills and willingness to learn. • Commitment to providing a high-quality end-user experience.