Helpdesk Technician Job at Assessfirst (Dallas)

Helpdesk Technician

Assessfirst

Location:
United States , Dallas

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Helpdesk Technician is the first point of contact for all Americas i.e. US, Canada, Mexico and Brazil approx. 2000 internal employees seeking technical assistance. This role provides day‑to‑day support for hardware, software, and basic network issues, ensuring timely resolution and exceptional customer service. The technician troubleshoots incidents, documents solutions, and escalates more complex problems to higher support tiers.

Job Responsibility:

Serve as the frontline IT support resource, providing timely assistance to employees via phone, email, ticketing system, and in‑person requests
Diagnose and resolve first-level technical issues across Windows/macOS devices, Microsoft 365 applications, account access, MFA, printers, peripherals, mobile devices, and basic network connectivity
Manage and document all support activity, ensuring accurate ticket logging, proper prioritization, and escalation to higher support tiers when necessary
Support hardware and system setup, including workstation configuration, software installations, and onboarding/offboarding tasks such as account provisioning
Troubleshoot Microsoft Teams Rooms technology, addressing audio/video problems, device connectivity, and meeting room hardware performance
Maintain clear communication and high-quality service, contributing to user guides, knowledge base materials, and delivering a friendly, professional support experience

Requirements:

High school diploma or equivalent required
associate degree or relevant technical certifications (CompTIA A+, ITF+, etc.) preferred
Basic knowledge of IT concepts, computer hardware, and software troubleshooting
Familiarity with Microsoft Windows, macOS, and Microsoft 365 applications
Ability to diagnose and resolve common end-user technical issues
Strong verbal and written communication skills with a customer-focused approach
Ability to remain calm, professional, and effective under pressure

Nice to have:

Prior experience in a helpdesk or technical support environment
Working knowledge of Active Directory for account creation and password management
Experience using ticketing systems (e.g., ServiceNow, Jira, Freshservice)
Understanding of remote support tools such as Quick Assist, TeamViewer, or similar platforms

What we offer:

Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle
Endless Learning: Access global opportunities for growth through our 24/7 online learning platform
Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program
Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme
Caring for Wellbeing: Access our complimentary employee assistance program for mental health support

Additional Information:

Job Posted:
March 20, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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Job Link Share:

Helpdesk Technician

Assessfirst

Location:
United States , Dallas

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
March 20, 2026

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