Tier 1 Help Desk Support

Location: Plano, TX

Job Type: Full-time, Special Project

Open Positions: 2

Company Overview:

We are a dynamic travel company based in Plano, TX, seeking two experienced Tier 1 Help Desk Support candidates for a special project. The project is critical to our operation, and we require candidates to start immediately. This is a fantastic opportunity to contribute to a fast-paced environment where customer service and technology meet to provide excellent support.

Job Summary:

As a Tier 1 Help Desk Support team member, you will be the first point of contact for our employees and clients, assisting them with technical issues, resolving IT-related problems, and providing general support for software and hardware systems. You’ll work closely with the internal IT team to escalate issues as needed and ensure the smooth operation of day-to-day activities for our growing team.

Key Responsibilities:

• Serve as the first point of contact for all technical support queries via phone, email, and chat.
• Troubleshoot and resolve hardware and software issues (Windows, macOS, Microsoft Office Suite, etc.).
• Log, categorize, and track support tickets using the company's ticketing system.
• Escalate unresolved issues to Tier 2 or specialized support teams as necessary.
• Provide guidance on system use, access, and technical troubleshooting to end-users.
• Assist with basic network troubleshooting and connectivity issues.
• Maintain thorough documentation of all help desk activities, resolutions, and follow-ups.
• Ensure timely resolution of support requests in line with the company's service-level agreements (SLAs).
• Collaborate with the IT team to identify trends in issues and recommend process improvements.
• Stay up-to-date with the latest IT systems, updates, and best practices.

Required Qualifications:

• Previous experience in a Tier 1 Help Desk or technical support role (preferably in a corporate environment).
• Familiarity with common operating systems (Windows, macOS) and office software (Microsoft Office, email platforms, etc.).
• Strong problem-solving skills and ability to handle multiple tasks.
• Excellent communication skills (written and verbal), with a focus on customer service.
• Ability to work in a fast-paced environment and manage time efficiently.
• Strong attention to detail and organizational skills.
• Must be available to start immediately.

Preferred Qualifications:

• Experience in the travel or hospitality industry is a plus.
• Basic knowledge of network troubleshooting and VPN technologies.
• Familiarity with help desk ticketing systems (e.g., Zendesk, ServiceNow, Freshdesk, etc.).

Work Environment:

• Office-based role in Plano, TX.