Help Desk Support Specialist

Overview

Technology Recruitment | AI, Data & IT Hiring Partner | Driving Growth Through Talent & Client Partnerships

This is a fully onsite position in the Dallas-Fort Worth area. Candidates unable to be onsite in this area will not be considered.

Responsibilities

• Provide courteous and professional support to end users by handling incoming requests via phone and email
• Log all user requests accurately and follow established escalation procedures
• Track, update, and maintain issue status and resolutions within the ticketing system
• Monitor the Help Desk inbox and tickets to ensure service levels (SLAs) are consistently met
• Escalate complex issues and collaborate with IT teams to drive timely resolutions
• Contribute to the Help Desk knowledge base by creating and updating accurate documentation
• Diagnose and resolve issues related to Windows-based workstations, custom applications, email, networks, and peripheral equipment
• Support mobile devices by troubleshooting iOS and Android software issues
• Maintain strong technical expertise in operating systems, core applications, and hardware solutions
• Work overtime as needed to support business demands
• Perform additional duties as assigned

Qualifications

The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.

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