> Markdown version of [/jobs/ext/2520526-it-support-desk-operator](https://www.wearedevelopers.com/jobs/ext/2520526-it-support-desk-operator). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Desk Operator - **Company:** Mcnaughton McKay - **Location:** Schertz, TX, United States - **Contract:** Permanent contract - **Skills:** Access Network, Business Systems, Desktop Environments, Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Server Supported Gaming, Peripherals, Information Technology - **Published:** August 6, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=820a3368f38320c8 ## About the Role Education and experience should be consistent with an entry-level IT support role while demonstrating the interpersonal skills needed to represent IT well across the organization. * Minimum of 1 year of experience in help desk, technical support, customer support, or another user-facing IT role. * Experience working in a fast-paced environment where responsiveness, service quality, and follow-through are important. * Exposure to distribution, warehouse, field, or multi-site operations is preferred. * Demonstrated ability to work effectively with people at different levels of technical comfort and business responsibility. Technical Skills * Working knowledge of Windows operating systems and desktop environments. * Basic networking knowledge, including connectivity, VPN, and general troubleshooting. * Hardware troubleshooting for PCs, printers, RF devices, and related peripherals. * Experience using ticketing systems and documenting support activity clearly and consistently. * Basic mobile device support. * Helpful but not required: familiarity with warehouse, distribution, or multi-site technology environments, kiosk environments, RF scanning devices, or entry-level user account administration, backup, or server support. ## Description The IT Help Desk Support, Tier 1 role serves as the front line of the IT experience for internal customers across the company. This position is responsible for delivering responsive, professional, and solutions-oriented support to employees in the office, warehouse, and field. Success in this role requires not only solid technical troubleshooting skills, but also strong customer service, clear communication, follow-through, and the ability to build trusting relationships with users. This role is expected to resolve common technology issues efficiently, document work thoroughly, and create a positive support experience that helps employees stay productive. In addition to day-to-day ticket resolution, this position contributes to continuous improvement by identifying recurring issues, improving documentation, and helping strengthen the connection between IT and the business., * Deliver excellent internal customer service by responding to employees with professionalism, urgency, empathy, and a genuine focus on solving problems and supporting productivity. * Serve as the first point of contact for help desk requests involving hardware, software, network access, mobile devices, printers, RF devices, and business systems. * Build positive working relationships with users across all areas of the business, including field and operational teams, by being approachable, communicative, and dependable. * Resolve as many issues as possible at first contact while ensuring users feel heard, informed, and confident in the support being provided. * Communicate clearly with non-technical users, set appropriate expectations, and provide timely follow-up until issues are resolved or properly handed off. * Accurately document incidents, troubleshooting steps, resolutions, and follow-up actions in the ticketing system to support knowledge sharing and reduce repeat work. * Escalate issues appropriately with complete context, strong documentation, and a clear summary of actions already taken. * Identify recurring issues, service gaps, or process breakdowns and contribute ideas for long-term fixes, standardization, automation, or training. * Assist with onboarding, user training, and day-to-day guidance to help employees use systems and tools effectively and reduce preventable support requests. * Maintain accurate records for supported hardware, software, and other assigned IT assets. * Support basic server, backup, or administrative tasks as assigned by the IT team. * Follow all company policies and standards, including safety, security, and data protection requirements., * Internal customers feel supported, respected, and confident that IT is helping them solve problems. * Issues are resolved quickly and professionally, with strong first-contact resolution where appropriate. * Users receive clear communication and timely follow-up. * Tickets are well documented and useful for future reference. * Repeat issues are identified and reduced over time. * Stronger working relationships are built between IT and employees across the business, including the field. * Senior IT resources are freed up by effective handling of Tier 1 support issues. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [APIs and Architecture for scaling omnichannel payments](https://www.wearedevelopers.com/videos/90-apis-and-architecture-for-scaling-omnichannel-payments) - [Small, Secure, Interconnected: The next Internet Protocol](https://www.wearedevelopers.com/videos/100062-small-secure-interconnected-the-next-internet-protocol) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) - [Cyber Sleuth: Finding Hidden Connections in Cyber Data](https://www.wearedevelopers.com/videos/893-cyber-sleuth-finding-hidden-connections-in-cyber-data) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam)