Help Desk Technician

Prototype IT is seeking a customer-focused Help Desk Technician to provide technical assistance, troubleshoot IT issues, and help users maintain productive and reliable technology environments. This role involves responding to support requests, diagnosing hardware and software problems, maintaining accurate service records, and escalating complex issues when necessary., * Respond to user requests for technical assistance by phone, email, or support ticket.

• Troubleshoot computer, software, printer, and connectivity issues.
• Install, configure, and update operating systems and business applications.
• Assist users with account access, password resets, and basic permissions.
• Diagnose common Windows, Microsoft 365, and peripheral device problems.
• Record incidents, troubleshooting steps, and resolutions in a ticketing system.
• Escalate complex technical issues to senior IT staff when appropriate.
• Help maintain IT equipment inventories and support documentation.
• Provide guidance on standard software applications and technology procedures.
• Follow established security policies and protect confidential information.
• Deliver timely, professional support while prioritizing requests appropriately.

The ideal candidate has a strong interest in information technology, effective communication skills, and a practical approach to resolving technical problems., * Experience in help desk support, technical support, or a related IT role is preferred.

• Basic knowledge of Windows operating systems and common business applications.
• Understanding of computer hardware, software installation, and troubleshooting.
• Familiarity with networking fundamentals, including Wi-Fi, TCP/IP, and VPN connectivity.
• Strong customer service, communication, and problem-solving skills.
• Ability to document technical issues clearly and manage multiple requests.
• Willingness to learn new tools, systems, and support procedures.

Preferred Skills

• Familiarity with Microsoft 365 and user account management.
• Experience with help desk ticketing systems and remote support tools.
• Basic knowledge of Active Directory or Microsoft Entra ID.
• CompTIA A+ certification or relevant technical training.

• Dental insurance
• Flexible schedule
• Relocation assistance

Prototype IT is identified as the employer for this sample job description. Its specific company profile, Fort Worth operations, and current hiring status should be verified before publication. The responsibilities and qualifications above are proposed for a typical Help Desk Technician role and are not confirmed company-specific requirements.