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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Technician - **Company:** ACH Child and Family Services - **Location:** Fort Worth, TX, United States - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Computer Literacy, Desktop Computing, Microsoft Desktop Optimization Pack, Local Area Networks, Microsoft Office, Microsoft Windows SDK, Remote Access Technology, Software Systems, Wide Area Networks, Web Applications, Peripherals, Electronic Medical Records, Computer Equipment, Information Technology - **Published:** May 23, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=8b915ff155f665c4 ## About the Role Do you have experience in Windows?, Do you have a Bachelor's degree?, Bachelor's degree or three or more years work experience in a related role preferred. CompTIA A+ or other relevant IT certifications required. Experience in working with non-profit preferred. CompTia A+ required within 60 days of employment. Experience Requirements: Experience working in a call center environment required. Experience with call center/helpdesk ticketing system required. Experience with electronic health records software preferred. Experience supporting MS Office, and other standard software applications required. Knowledge of commonly used concepts, practices, and procedures within the field of social services, including HIPAA and other privacy laws, preferred. Experience supporting clients in a Microsoft platform environment required. Functional Requirements: Capacity to learn solutions to routine customer needs to address common help requests, provide empathetic response to customer requests and exhibit a helpful, customer-friendly attitude. Ability to learn multiple software systems and understand how they are implemented to support business operations. Ability to administer complex, web-based applications. Abillity to support and deploy Microsoft desktop platforms, software, platforms as well as minor LAN technical issues. Capacity to learn about and recognize cultural differences as they relate to the quality of care for clients. Ability to provide support via phone, in person, or remote access as required., Bachelor's degree or three or more years work experience in a related role preferred. CompTIA A+ or other relevant IT certifications required. Experience in working with non-profit preferred. CompTia A+ required within 60 days of employment., Experience working in a call center environment required. Experience with call center/helpdesk ticketing system required. Experience with electronic health records software preferred. Experience supporting MS Office, and other standard software applications required. Knowledge of commonly used concepts, practices, and procedures within the field of social services, including HIPAA and other privacy laws, preferred. Experience supporting clients in a Microsoft platform environment required. ## Description * Provide technical assistance and support for incoming service requests and issues related to computer systems, software, and hardware via multiple modalities (phone, email, in-person) based on the individual preferences of internal and external customers * Document all requests within an electronic system to track tickets * Triage customer need, providing immediate support for routine requests and escalating more complex needs to the appropriate vendor or internal resource * Escalate high-priority requests appropriately * Proactively follow up with customers with pending requests to let them know the status of the issue and a timeline when they can expect it to be resolved Technical Responsibilities * Maintain daily performance of computer systems * Walk customer through problem-solving process * Install, modify, and repair computer hardware and software * Clean up/reset computers, removing unwanted, unwarranted software, returning to initial system delivery state * Run diagnostic programs to resolve problems * Diagnose technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems * Install approved computer peripherals for users * Setup new users in relevant systems such as Active Directory, Exchange * Maintain and deploy Windows Script Host (WSH) scripts as needed for agency * Gain feedback from customers about computer usage Field operations: * Set up computers and equipment as requested for routine business needs * Pick up or move light equipment * Drive between facilities * Meet vendors and provide them with appropriate access to facilities Training: * Provide ad hoc training to employees and contractors in the use of company technology * Provide one-on-one training and support to users as requested in the routine use of company technology * Write computer training material/tutorials * Mentor customer service staff to develop and refine technical skills of department ## Related Videos - [HR Tech: An Essential Ingredient for Tech-Driven Business Transformation](https://www.wearedevelopers.com/videos/1482-hr-tech-an-essential-ingredient-for-tech-driven-business-transformation) - [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) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [RPA in the Public Sector](https://www.wearedevelopers.com/videos/86-rpa-in-the-public-sector) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [How to Find Tech Jobs in Amsterdam](https://www.wearedevelopers.com/magazine/279-how-to-find-tech-jobs-in-amsterdam)