Service Desk or IT Help Desk

** The quickest way to be considered for this role is to CALL US directly! Click "Apply On Web" or "Apply Now" to access our Recruiter s contact details and give us a call today! **

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** We will NOT accept 3rd Party (C2C) Contractors **
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Position:Service Desk or IT Help Desk
Job Ref #:45075
Duration:6 Months to Hire (Contract To Hire)
Location:ONSITE - Dallas, TX 75225
Pay Rate:$22.00 - $28.00 per hour (W2 Only)

SHIFT: SAT - WED 8am - 5pm / This role is 100% ONSITE, no remote work is offered

Provide first-level technical support for employees through phone, email, and self-service channels. Troubleshoot hardware, software, Microsoft 365, mobile device, and account issues. Document and manage tickets, provide remote support, and escalate issues as needed while delivering excellent customer service and meeting service-level objectives.

Responsibilities Include:
Serve as the first point of contact for IT support requests.
Providing IT Service Desk support for 30 calls a day
Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network
Work with Laptops, PCs, Mac's, and peripherals issue
Triage Level I and Level II trouble tickets
Resolve print, network and connectivity issues
Troubleshoot hardware, software, Microsoft 365, mobile device, account access, and connectivity issues.
Document and manage incidents in the ticketing system. Provide remote support to end users and utilize knowledge articles and standard procedures to resolve issues.
Escalate incidents when needed while maintaining ownership and communication.
Monitor support queues, meet service-level targets, assist with onboarding activities, and deliver exceptional customer service.

REQUIRED SKILLS/EXPERIENCE:
**Candidates will be required to take an Service Desk/Technical assessment test**
2 years of experience working in a Service Desk, Help Desk, or technical support position.
Knowledge of Windows, Microsoft 365, Active Directory, Mobile devices, and ticketing systems.
Strong troubleshooting, communication, customer service, and problem-solving skills. A
Ability to prioritize workload and work effectively in a team environment.
Excellent communication and customer service skills
Education: High school diploma or equivalent required.

Other Requirements:
Must be able to interview ONSITE (REQUIRED)
Must pass a 10 panel drug test and Criminal background check
Must have a valid driver's license and reliable transportation
Must be able to work ONSITE full-time, no remote work offered.

DESIRED/PREFERRED SKILLS:
ServiceNow experience,
Knowledge of ITIL principles and enterprise support processes,
Experience with Microsoft Intune, Entra ID, Teams, VPN support, endpoint management
Technical certifications
Experience working in large enterprise environments.

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Calance Consultant Benefits Offerings:
- EPO/PPO Medical Plans
- HMO/PPO Dental programs
- Vision - VSP (Vision Plan Summary)
- 401K Retirement vesting program (VOYA)
- Paid Bi-Weekly/Direct Deposit
- Flex Spending Plan
- Voluntary Life, AD&D, STD or LTD plans