IT Helpdesk Support

IT Helpdesk Support

Location: Tulsa, OK
Work Arrangement: Onsite, Monday-Friday, 8:00 AM-5:00 PM
Duration: 3-6 Month Contract

About the Role

We are seeking an IT Helpdesk Support professional to provide frontline technical support for desktop, laptop, software, network, and telecommunications-related issues. This role is responsible for delivering Tier 1 support and assisting with Tier 2 support as needed. The ideal candidate will possess strong troubleshooting skills, excellent customer service, and a commitment to maintaining high levels of end-user satisfaction.

Responsibilities

• Provide Tier 1 technical support and assist with Tier 2 support as assigned.
• Respond to end-user requests and resolve routine hardware, software, network, telecommunications, and system-related issues.
• Receive, document, prioritize, and track support requests through the Help Desk ticketing system.
• Maintain clear and consistent communication with end users throughout the issue resolution process.
• Install, configure, modify, troubleshoot, and repair desktop and laptop hardware and software.
• Install software, hardware, and peripheral devices.
• Create application deployment packages for rapid installation.
• Maintain hardware and peripheral inventory records within the asset management system.
• Assist with telecommunications and server hardware installation and configuration.
• Support physical and logical security account administration.
• Monitor and troubleshoot entry-level system, network, and security issues.
• Perform corrective actions to resolve technical problems.
• Create and maintain clear procedural documentation.
• Deliver basic user training for new systems, applications, and technology updates.
• Relocate and deploy technical equipment as required.
• Support after-hours maintenance activities, emergency response efforts, and on-call operations when needed.

Minimum Qualifications

• High School Diploma, GED, or equivalent.
• Minimum of 2 years of IT support, helpdesk, desktop support, or related technical experience.
• Basic understanding of computer hardware, software, operating systems, and troubleshooting methodologies.
• Strong analytical, problem-solving, and decision-making skills.
• Effective verbal and written communication skills.
• Ability to document technical issues and resolutions accurately.
• Ability to perform basic mathematical calculations.
• Valid driver's license and ability to travel as needed.
• Ability to obtain:
  • CompTIA A+ Certification within 6 months of assignment.
  • Microsoft Certified Professional (MCP) Certification within 12 months of assignment.

Preferred Qualifications

• CompTIA A+ Certification.
• CompTIA Network+ Certification.
• Microsoft Certified Desktop Support Technician (MCDST).
• Microsoft Certified Professional (MCP).
• HDI Help Desk Certification.
• Previous experience supporting enterprise desktop environments.

Physical Requirements

• Ability to stand, walk, sit, stoop, kneel, crouch, twist, and climb as required.
• Ability to lift, carry, push, and pull up to 50 pounds.
• Ability to climb ladders and work at heights up to 15 feet.
• Manual dexterity sufficient for handling technical equipment and performing precise hand movements.
• Ability to distinguish colors and conduct visual inspections.
• Ability to wear required personal protective equipment (PPE), including a respirator during emergency situations when required.

Work Environment

• Primarily office-based with up to 30% travel by land or air.
• May require work in industrial environments, including facilities with exposure to:
  • Chemicals
  • Pressure vessels
  • Storage tanks
  • Rotating equipment
  • Electrical systems
  • Confined spaces
• Occasional evening, weekend, holiday, and on-call support may be required.
• Work may be performed in varying weather and road conditions.

Health, Safety & Environmental Expectations

Team members are expected to maintain a strong commitment to workplace safety and environmental responsibility by:

• Identifying, stopping, and reporting unsafe conditions or practices.
• Following all safety and environmental policies and procedures.
• Supporting organizational safety initiatives and goals.
• Participating in safety meetings, training sessions, emergency drills, and hazard recognition programs.
• Reporting accidents, injuries, incidents, and near-miss events.
• Participating in workplace health, industrial hygiene, and safety programs.