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Tier 1 Help Desk Technician
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on Texas data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$49,736 / year median in Texas
+4% projected growth
Job Description
About the Company A dynamic and fast-growing retail company based in Fort Worth, Texas, operating a robust network of convenience stores across multiple states. With ongoing expansion, the company is poised to strengthen its market presence nationwide. Opportunity Overview The Call Center Technician is pivotal in providing exemplary IT Help Desk support. This role involves handling inbound calls, documenting issues, creating service tickets, and basic troubleshooting for both corporate and store locations. Support covers alarm testing, maintenance, repairs, pricing, and hardware troubleshooting. Key Responsibilities Answer inbound calls with consistent quality using standardized scripting. Log service issues and create tickets in the ticketing system. Provide support for IT, POS systems, CCTV, maintenance, repairs, and alarms. Troubleshoot retail systems, including POS, back-office software, credit, and fuel networks. Ensure high service quality, meeting performance metrics like first-call resolution and satisfaction. Escalate unresolved issues when necessary. Adhere to call center and company standards. Required Qualifications At least 1 year of customer service or IT technical support experience, preferably in a call center environment. Familiarity with Windows PCs, Microsoft 365, and hardware troubleshooting. Proficiency in ticketing systems like ServiceNow or Service Channel (preferred). Flexible schedule, including weekends and holidays. Knowledge of POS systems and enterprise retail software (e.g., PDI/Enterprise 8) is advantageous. Skills & Competencies High school diploma required; associate or bachelor's degree in IT is a plus. Strong communication skills with the ability to explain technical concepts effectively. Excellent problem-solving, multitasking, and prioritization abilities. Customer-focused approach and active listening skills. Interview Process Initial screening with the recruiter. Onsite panel interview with the IT Service Desk Manager and Help Desk Lead Offer Equal Opportunity Statement This company is committed to fostering an inclusive workplace and does not discriminate based on race, color, religion, national origin, gender, age, disability, or any other protected status.