IT 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 how we “CHALK IT Up”!