IT Helpdesk

Wichita Falls Helpdesk Role
We are seeking a Tier 2 IT Support Technician to serve as the primary on‑site IT presence for our Wichita Falls branch office. This role provides Tier 1 and Tier 2 technical support to end users while working closely with the centralized IT team at headquarters.
This position requires a well‑rounded technician who can handle daily frontline support while also troubleshooting more complex issues independently and escalating to HQ when appropriate.

Tier 1 & Tier 2 End‑User Support

• Provide frontline (Tier 1) and escalation‑level (Tier 2) technical support for:
  • Windows workstations and laptops
  • Common business applications
  • Printers, peripherals, and mobile devices
• Diagnose and resolve hardware, software, and connectivity issues
• Support new hires with workstation setup, onboarding, and orientation
• Deliver professional, customer‑focused support to users in the branch office

On‑Site IT Support (Remote Office)

• Act as the primary on‑site IT contact for the Wichita Falls office
• Perform basic network troubleshooting:
  • Connectivity issues
  • Cabling and patching
  • Switches and wireless access points
• Coordinate with HQ IT teams for:
  • Infrastructure changes
  • Systemwide issues
  • Escalations beyond branch‑level support
• Maintain local IT equipment, hardware inventory, and spare assets
• Support office expansions, moves, and technology upgrades as needed

Process, Documentation & Teamwork

• Follow established IT procedures, standards, and change controls
• Accurately document work in the ticketing system
• Communicate clearly with HQ IT and local leadership
• Work independently while remaining fully aligned with the IT team

Required Qualifications

• 3+ years of hands‑on IT support experience (Tier 1 and Tier 2)
• Experience supporting Windows desktop and laptop environments
• Strong troubleshooting skills and customer service mindset
• Basic networking knowledge (IP addressing, switches, cabling, Wi‑Fi)
• Experience working with ticketing systems
• Ability to operate independently at a remote site
• Strong communication skills and team‑oriented attitude

Preferred Qualifications

• Experience supporting branch or remote offices
• Familiarity with Microsoft 365 / Entra ID environments
• Basic experience with endpoint management tools
• CompTIA A+, Network+, or equivalent experience

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