Help Desk Technician

Job Description Job Description General Responsibilities Security Awareness: Includes basic responsibilities for ensuring compliance with security protocols, such as verifying identity before resetting passwords. Utilize strong communication skills and an ability to handle users with varying levels of technical knowledge. Provide first-line technical support for hardware and software issues, including desktops, laptops, printers, and basic office equipment offering assistance via phone, email, or in person. Provide remote troubleshooting for end-user devices and applications via remote support tools. Assist with software issues related to common office applications, such as Windows 10/11, Microsoft 365 (Word, Excel, Outlook), and other basic software as needed. Provide general office technology support, including assisting with conference room technology setup for meetings (Zoom, Microsoft Teams). Guide users through simple troubleshooting steps to help resolve common issues such as login problems, connectivity issues, and software malfunctions. Resolve basic technical issues related to connectivity, email setup, and access issues for employees. Assist employees with user account management, including password resets and setting up new user accounts. Provide basic network support by troubleshooting Wi-Fi and wired network connections or referring issues to IT specialists. Ensure timely resolution of issues in alignment with service level agreements (SLAs) for response and resolution times. Monitor and respond to support tickets through the Help Desk system in a timely manner, ensuring issues are documented accurately. Document all support resolutions in the Help Desk system for future reference and training purposes. Maintain a knowledge base of frequently asked questions (FAQs) and solutions to common problems for both internal use and employee reference. Escalate complex or unresolved issues to IT Specialist support staff, following escalation procedures. Assist with new employee onboarding by setting up devices, accounts, and ensuring access to necessary software and resources. Track and document hardware and software inventory, ensuring accurate records are kept up to date. Assist with basic software installations or updates as required, such as patching or setting up new applications for users. Stay current with the latest software and technology trends, particularly within Microsoft M365 suite and Windows 10/11. Other duties as assigned by the supervisor, including basic administrative tasks related to IT support. Qualifications for Help Desk Technician: Education & Certifications: High School Diploma or equivalent required; Associate's Degree in Information Technology or a related field preferred. CompTIA A or similar IT certification preferred (or working knowledge of). Basic certifications or familiarity with Microsoft 365, network troubleshooting, and support tools are advantageous. Technical Skills: Basic knowledge of hardware troubleshooting for desktops, laptops, printers, and other office equipment. Experience with software troubleshooting, particularly with Windows 10 and Microsoft 365 applications (Word, Excel, Outlook, Teams, etc.). Basic networking knowledge (Wi-Fi, VPN, network configurations) and ability to diagnose connectivity issues is preferred. Experience with remote support tools (e.g., Pulseway, Remote Desktop) to assist users with troubleshooting. Familiarity with active directory management for basic account support, such as password resets and user access management. Ability to install and configure basic software and hardware as needed. Customer Service & Communication Skills: Strong customer service skills, with the ability to interact positively with employees of varying technical abilities. Excellent verbal and written communication skills, including the ability to explain technical issues in non-technical terms. Ability to handle multiple tasks simultaneously in a fast-paced environment while providing high-quality support. Strong problem-solving skills, with the ability to troubleshoot issues efficiently and escalate when necessary. Physical & Travel Requirements: Ability to lift up to 50 pounds (e.g., moving computers, printers, monitors, and other office equipment). Willingness to travel up to 25% of the time to different office locations or client sites (depending on the nature of the job). Comfortable working in a variety of environments, including on-site and remote work settings. Valid driver’s license and ability to drive between office locations or to client sites for support as needed. Willingness to work on occasional weekends or outside normal business hours to provide support for IT projects, emergencies, or critical situations. Other Skills & Qualifications: Attention to detail and ability to document issues and resolutions in the Help Desk system accurately. Ability to work independently and as part of a team, demonstrating a proactive and collaborative attitude. Time management skills, with the ability to prioritize support tickets and tasks according to urgency. Basic knowledge of security protocols and the importance of data protection (e.g., maintaining confidentiality, handling password resets with care). Flexibility to perform other duties as assigned by the supervisor. Benefits Medical, dental and vision insurance FSA with debit card Employer-paid Short-Term Disability (STD) $20K in life insurance and $20K AD&D insurance 401(k) employer match Paid vacation PTO Paid holidays Annualized reviews for merit increases Potential for advancement About L&S Mechanical Headquartered in Richardson, Texas, L&S Mechanical (“L&S”) is a leading tri-trade provider of turnkey plumbing, HVAC, and electrical installation services in the Texas, South Carolina, North Carolina and Georgia residential housing markets. Founded in 1985, L&S serves large production homebuilders in Dallas / Fort Worth, South Dallas, Houston, San Antonio and Austin through its six production warehouses. Previously owned by management, L&S was acquired by The Sterling Group, a leading middle market private equity firm, in September 2021. L&S is the largest plumbing installer in Texas and has significant opportunity to grow its HVAC and electric offerings while also expanding into new geographies through acquisition and growing its nascent home services business. The company is backed by The Sterling Group, a private equity firm established in 1982. The Sterling Group specializes in acquiring controlling interests in companies across the manufacturing, distribution, and industrial services sectors, focusing on enterprises with valuations typically between $100 million and $1 billion. To date, the firm has sponsored 67 platform buyouts, along with numerous add-on acquisitions, contributing to a total transaction value exceeding $22 billion. Currently, The Sterling Group manages over $9.4 billion in assets.

Location: Richardson, TX, US

Posted Date: 4/17/2025