Service Desk Technician

We are seeking Service Desk Technicians to join a high-volume IT support team supporting a financial services organization in Plano, TX. This is an entry-level Help Desk / Service Desk opportunity ideal for candidates with strong customer service skills and a basic understanding of computer troubleshooting.

The Service Desk Technician will handle incoming calls and support requests, troubleshoot basic technical issues, document tickets, resolve password-related issues, and escalate more complex problems to Tier II support.

Responsibilities

• Provide first-level Help Desk / Service Desk support to end users via phone and ticketing system.
• Troubleshoot basic hardware, software, application, and connectivity issues.
• Assist users with Microsoft Office / Microsoft 365 applications.
• Perform password resets and other first-call resolution (FCR) requests.
• Troubleshoot application issues, including basic uninstall/reinstall procedures.
• Document customer interactions, troubleshooting steps, and resolutions accurately.
• Route unresolved issues to appropriate Tier II support teams.
• Follow established procedures, security protocols, and escalation processes.
• Handle a high volume of calls and service tickets while maintaining professional customer service.
• Protect sensitive customer and financial information in accordance with security requirements.

• High school diploma or GED required.
• 0+ years of Help Desk, Service Desk, technical support, or customer service experience.
• Basic computer troubleshooting skills.
• Familiarity with Microsoft Office / Microsoft 365.
• Comfortable working with help desk or ticketing software.
• Strong verbal and written communication skills.
• Ability to follow established procedures and instructions.
• Strong customer service and problem-solving skills.
• Ability to work effectively in a high-volume support environment.
• Previous banking or financial services experience is a plus, but not required.

• 8:00 AM-8:00 PM coverage window
• Candidates must be available to work an assigned shift within the coverage window.
• Shift availability must be provided with candidate submittal.