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# Help Desk Technician

- **Company:** Dentek Systems Inc.
- **Location:** Richardson, TX, United States
- **Experience:** Experienced
- **Salary:** $41,600.0 - $43,680.0
- **Contract:** Permanent contract
- **Skills:** Business Software, Software Documentation, Disaster Recovery, Virtual Private Networks (VPN), Citrix Systems, Remote Access Technology, Remote Desktop Services, Network Routers, Computer Networking Systems, Firewalls (Computer Science), Information Technology, Network Server
- **Published:** June 24, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=f713a527e97822ce

## About the Role

Do you have experience in VPN?, * Advanced understanding of operating systems, business applications, printing systems and network systems

 * Interpersonal skills: communication, active listening and client-care, professional telephone skills
 * Diagnosis skills of technical issues and ability to troubleshoot with little assistance
 * Ability to multi-task and adapt to changes quickly
 * Technical awareness: ability to match resources to technical issues appropriately
 * Service awareness: knowledge of IT services for which support is being provided
 * Understanding of support tools, techniques, and how technology is used to provide IT services
 * Typing skills to ensure quick and accurate service request details and ticket notes
 * Self-motivated with the ability to work in an fast moving environment
 * 2+ Years of previous experience or in a similar IT field
 * Ability to travel to on-site (either by personal vehicle or Dentek vehicle) to assist with tickets
 * Work in office, this position is not remote

## Description

Responsible for handling technical support in a professional and timely manner. The duties include working with other technicians to install and maintain hardware and software (workstations, servers, printers, networks, and vendor specific hardware/software , etc.), while troubleshooting PC issues and responding to IT questions. If no solution is found- escalates to Tier III technician / Technician Lead as needed., * IT support relating to technical issues involving Microsoft's core business applications and operating systems

 * Support of disaster recovery situations
 * Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls and security
 * Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
 * Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
 * System documentation and review in ConnectWise
 * Communication with clients as needed - keeping clients informed of the incident progress, notifying them of impending changes or necessary outages
 * Improve customer service, perception and satisfaction
 * Quick turnaround of client requests
 * Work with service dispatch to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
 * Escalate service requests that require Tier III or Team Lead assistance
 * Responsible for entering time and expense in ConnectWise as it occurs - notating conversations with client to keep most up to date information in the ticket
 * Enter all work under Service Tickets/Project Tickets


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