Help Desk Support Specialist

prototype:IT is seeking an IT Help Desk Support Specialist who is a problem-solver with a desire to grow their IT knowledge in a challenging and fast-paced environment. You will have the opportunity to support clients in a variety of industries, using the most current technologies, in a culture that puts their employees first. Our IT Help Desk Support Specialists provide technical support to customers by installing, configuring, repairing, and troubleshooting hardware and software problems. Requirements: Minimum of 2 years’ experience in a technical support role. A degree in Information Technology, Computer Science, or equivalent experience. Strong technical skills in Windows and/or Mac operating systems, Microsoft Office Suite, networking, and remote desktop support. Excellent communication skills, both written and verbal. Ability to work effectively with users at all levels of the organization. Strong problem‑solving skills and ability to think creatively to find solutions. Ability to work independently and as part of a team. IT industry certifications, such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP), are a plus. Essential Duties & Functions: Provide remote technical assistance to clients who are experiencing software or hardware issues. Respond to IT-related incidents and requests in a timely and efficient manner. Troubleshoot and diagnose technical problems, including hardware and software issues, network connectivity, and printing problems. Escalate complex technical issues to appropriate IT staff as needed. Assist with installing and configuring software and hardware for employees. Act as a liaison with 3rd‑party vendors to resolve technical issues or coordinate maintenance activities. Maintain accurate records of IT-related incidents, requests, and solutions using a help desk ticketing system. Contribute to the development and maintenance of IT documentation and procedures. Keep up-to-date with emerging trends and technologies in IT support. Assist with on-site appointments as needed to support business and client needs. Approach all encounters with customers and fellow employees in a friendly, service‑oriented manner. Maintain compliance with prototype:IT standards, including regular attendance, grooming, and security guidelines. About Prototype:IT: prototype:IT is one of the largest Managed Service Providers in the Dallas‑Fort Worth metroplex, located in Lewisville, TX. Founded in 2005, prototype:IT has been delivering custom IT management services to a growing number of clients throughout the country. With our team of experienced IT technologists, we provide quality support and services that enables them to focus attention away from day‑to‑day IT challenges and back to their core business. Why prototype:IT? At prototype:IT, we are committed to putting our employees first and offer a culture built on our core values: Collaborative, Honest, Agile, Loyal and Knowledge Seeking. Check out how we 'CHALK IT Up'! #J-18808-Ljbffr