Tier 1 Help Desk

Brief Description

Wallace Design Collective is seeking a highly organized and self-motivated Tier 1 Help Desk to join our IT group in Tulsa. While this role sits within the IT department, it functions primarily as a specialized administrative position focused on the meticulous management of our software ecosystem.

You will be joining a small, collaborative team. The ideal candidate thrives in a fast-paced environment and possesses the communication skills to bridge the gap between technical updates and firm-wide coordination.

Requirements

Tier 1 help desk technicians serve as the initial point of contact for IT support, resolving common technical issues like password resets, software, and hardware troubleshooting via phone, email, or chat.

Key Responsibilities And Duties Include

Initial Incident Handling: Providing the first line of defense for user issues, gathering initial information, and diagnosing problems.

Technical Troubleshooting: Resolving common issues related to Windows/MacOS, MS Office 365, basic networking, printer setup, and VPN connectivity.

User Administration: Managing password resets, and user permissions.

Ticketing & Documentation: Logging, categorizing, prioritizing, and updating support tickets with detailed notes to track issues and solutions.

Escalation: Identifying, documenting, and routing complex or high-priority issues that cannot be resolved within 15–30 minutes to Tier 2 or higher.

Customer Service: Maintaining professionalism and empathy while assisting users, and educating users on basic IT tasks.

Other Duties: Basic administrative tasks, assisting with setting up new hardware, software installation, and configuring user accounts.

What We’re Looking For

The Mindset: A "figure-it-out" attitude. You don’t need to know every answer, but you should know how to find them.

Communication: The ability to explain technical fixes to non-technical users.

Technical Familiarity: Comfortable navigating Microsoft Admin Portals, and basic remote desktop tools.

Credentials & Experience

Experience: 6 months to 1 year of experience in a customer-facing role (IT or otherwise) is preferred.

Certifications: While not required, we highly value candidates who have earned:

• CompTIA A+
• CompTIA Network+
• Cisco CCNA
• Microsoft Certified: Endpoint Administrator Associate (or similar entry-level MS certs)
  
  

Note to Applicants: If you have the drive and the "customer-first" spirit but lack the certifications, apply anyway. We provide an environment that encourages professional growth and hands-on learning.

Summary

Wallace Design Collective believes in helping our clients be successful through the artful application of design principles. Our core purpose is to "make lives better" – for our staff, our families, our professions, and our communities. We want to be seen as an essential partner to our clients and the best design firm to work for by our employees. And we focus each day on trying to accomplish it.

Wallace Design Collective offers a competitive and comprehensive package of insurance programs to regular full-time employees and their eligible dependents 30 days after their date of hire. Insurance options include a choice of 5 different medical plans, dental, vision, and supplemental life. Additional insurances, at no cost to the employee, include life (employee only), accidental death and dismemberment, accident, and short- and long-term disability.

Wallace offers a wide range of other employee benefits, including 401(k), Flexible Spending Accounts, Paid Time Off, and Tuition Reimbursement.