Enterprise IT Support Technician (Junior)

Job Title: Enterprise IT Support Technician (Junior)
Location: Dallas, TX - Onsite
Experience: 2–4 years

Role Summary

The Enterprise IT Support Technician (Onsite – Junior) provides first-level onsite support for end users by resolving basic IT issues, fulfilling service requests, and assisting senior team members. The role focuses on customer interaction, issue triage, and adherence to standard support procedures.

Key Responsibilities

First-Level End-User Support

• Provide basic onsite support for desktops, laptops, printers, scanners, and peripherals
• Assist users with login issues, password resets, and basic application problems
• Support Citrix access issues and escalate when required
• Assist with mobile device and telephone system support

• Log, update, and track tickets in GSEP and Ivanti LanDesk
• Perform L1-level troubleshooting and resolution using knowledge articles
• Escalate issues to Mid-Level engineers or the Onsite Lead when required
• Ensure timely and accurate ticket documentation

• Assist with desktop/laptop setup, imaging, and deployment
• Install approved software and updates under guidance
• Assist with printer installations and peripheral device setup
• Perform basic hardware checks and replacements

• Assist with new user onboarding activities
• Update basic user details in systems as directed
• Support access requests under defined procedures
• Follow SOPs, checklists, and work instructions
• Maintain clear communication with users and team members
• Participating in shift handovers and daily support activities

Required Skills & Qualifications

• Basic knowledge of:
• • Windows OS
  • Microsoft Office and Outlook
  • Printers and peripherals
  • Citrix (basic connectivity awareness)
• Familiarity with ticketing systems (Ivanti LanDesk preferred)
• Good communication and customer service skills
• Willingness to learn and work in a team environment
• Ability to work under supervision in a dynamic environment

Role Scope & Boundaries

This role provides onsite L1/L2 support for end-user IT services. The role focuses on issue intake, basic troubleshooting, and execution of defined tasks. It does not include advanced troubleshooting, system administration, or decision-making responsibilities.

“Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at ADA_Accomodations@TechMahindra.com.”