IT Support Specialist I

About the Role

Halff is seeking an IT Support Specialist to join the firm’s Technology Department in Richardson, Texas. This on-site role will serve as a front-liner, solving technical problems and providing support for a broad scope of software and hardware to internal employees. The focus is on ensuring employees operate at peak performance through excellent customer service, supporting innovation, and optimization.

Key Responsibilities

• Hardware Skills: Maintenance, troubleshooting, upgrades, and new deployments.
• Software Skills: Maintenance, troubleshooting, upgrades, and installations.
• Customer Service Skills: Provide “White Glove Service,” treating every interaction with care, respect, and skill. Offer valuable and timely updates to customers and bring issues to a quick resolution.
• Ticketing System (FreshService): Resolve incidents and service requests logged as tickets. Triage tickets that cannot be resolved to the correct supporting team.
• Documentation: Document, track, and work on all helpdesk duties, projects, problems, questions, or requests.
• Knowledge Sharing: Walk customers through problem-solving logic and update internal documentation.
• Improvement: Provide recommendations for doing things better, faster, and more efficiently.
• Continuous Learning: Preserve and grow knowledge of IT procedures, products, and services.
• Overtime and Travel: Occasional overnight travel (car and air), late nights, and weekend work as needed.
• Flexibility: Adjust schedule as needed; regular eight-hour shifts will fall within 7 am to 6 pm Central.
• Participate in a creative process and grow skill sets through solo and team projects.

Requirements & Tech Stack

• Proven working experience in providing help desk support.
• Proficiency in English.
• Working knowledge of help desk software and remote access software.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Excellent problem-solving skills, able to effectively troubleshoot issues remotely.
• Results-focused and team-oriented with a strong work ethic.
• Customer service oriented including strong communication skills.
• Troubleshooting experience on Windows platforms is greatly desired.
• Experience supporting Microsoft Office applications, including Outlook in an Exchange or Office 365 environment.
• Experience supporting mobile devices.
• Experience with AD, AAD, DHCP, DNS, and other networking skillset is a plus.
• Time Management skillset.
• Must be able to lift and move all computer-related gear, including PCs and LCD monitors.
• The IT environment primarily uses HP hardware, with some DELL and Apple products.

Qualifications

• Windows Certifications are a plus.
• A+, Net+ Certifications are a plus.