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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Information Technology Help Desk - **Company:** Gravity It - **Location:** Dallas, TX, United States - **Experience:** Experienced - **Salary:** $37,440.0 - $49,920.0 - **Contract:** Temporary to permanent - **Skills:** Microsoft Windows, Apple Mac Systems, JIRA, Microsoft Outlook, Identity and Access Management, Networking Basics, Microsoft SharePoint, Wi-Fi Technology, Microsoft InTune, Bug Reporting, Information Technology, Hardware Infrastructure - **Published:** June 16, 2026 - **Apply:** https://www.disabledperson.com/jobs/73074113-information-technology-help-desk ## About the Role * Experience: 2 years of experience in a service desk/help desk environment or an equivalent customer-facing technical role. * Technical Knowledge: Working knowledge of Windows operating systems, basic TCP/IP networking concepts, and Microsoft 365 fundamentals. * Communication: Strong written and verbal communication skills; highly comfortable handling support over the phone. * Process Oriented: Ability to strictly follow change/approval processes and handle sensitive information with appropriate discretion. * Physical Capability: Ability to lift up to 40 lbs and perform hands-on hardware setups., * Familiarity with Entra ID (Azure AD) concepts, Intune/MDM concepts, Freshservice, Jira, and iOS support. * Familiarity with ITIL Foundation or general service management frameworks. * Active certifications such as CompTIA A+ or the Google IT Support Professional Certificate. ## Description The Help Desk Technician Tier I provides front-line technical support with a primary focus on intake, triage, and first-contact resolution. In this role, you will diagnose common end-user issues across Windows, MacOS, Microsoft 365, basic networking, and mobile devices, ensuring incidents and requests are resolved efficiently or routed correctly when escalation is required., Front-Line Support & Ticket Management * Serve as the primary point of contact for users via phone, chat, and the support portal. * Log, categorize, prioritize, and route work items efficiently within Freshworks (Freshservice) and coordinate items requiring Jira. * Maintain active customer communication: confirm understanding, set clear expectations, provide status updates, and close tickets upon user confirmation. Technical Troubleshooting & Service Requests Perform basic troubleshooting for: * OS: Windows 11 and MacOS. * Software: Microsoft 365 basics (Outlook, Teams, OneDrive, SharePoint). * Identity & Access: Account/access issues, password resets, MFA assistance, and basic group/license requests. * Hardware & Network: Printers, peripheral devices, and basic LAN/Wi-Fi connectivity checks. * Mobile: iPhone/iPad end-user support (enrollment basics, common app/email issues). * Execute standard service requests following established Standard Operating Procedures (SOPs), including approved software installations, basic device setups, and accessory swaps. Documentation & Escalation * Achieve a ~25% ticket resolution rate without escalation within the first 3 months. * Escalate complex incidents using defined criteria, ensuring tickets include clear reproduction steps, error details, user impact, and attempted fixes. * Produce clear, complete documentation to enable smooth handoffs and repeatable fixes. * Contribute to and utilize internal knowledge articles and runbooks; identify documentation gaps. Physical & Desk-Side Support * Perform desk-side setup and troubleshooting, including positioning equipment, connecting/disconnecting cables, managing cable routing, and setting up peripherals (monitors, docks, keyboards/mice, printers). * Lift, carry, and move IT equipment up to 40 lbs (e.g., monitors, small printers, desktops, docking stations, and boxed laptops). * Sit, stand, and move between work areas for extended periods as needed to complete desk setups and device swaps., * Resolution & Triage: First-contact resolution rate trending toward established targets alongside an accurate triage/escalation rate. * Ticket Quality: High-quality ticket documentation, including proper categorization, detailed notes, and clear troubleshooting steps. * Service Delivery: Strict compliance with SLAs, high customer satisfaction scores, and a consistent level of professionalism on all calls. Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly (we are not open to contract or "corp to corp" agreements). ## Related Videos - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service) - [Smart, Connected, Unexpected: The Wild Side of IoT and AI](https://www.wearedevelopers.com/videos/1113-smart-connected-unexpected-the-wild-side-of-iot-and-ai) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in Germany](https://www.wearedevelopers.com/magazine/287-it-salaries-in-germany) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany)