IT Helpdesk Technologist
- Getiva Solutions LLC
1 Days Ago
NA
W2, C2C
Dallas-TX
9-15 Years
Required Skills: Deskside Support
Job Description
We are seeking an IT Helpdesk Technologist to join our team supporting Client. In this role, you will provide critical technical support for hardware, software, network connectivity, and Point of Sale (POS) systems. You will serve as a primary technical point of contact, ensuring quick issue resolution, accurate ticket documentation, and an exceptional customer support experience.
Key Responsibilities
Technical Support & Troubleshooting: Diagnose and resolve hardware, software, and network connectivity issues using remote troubleshooting tools and guided problem-solving techniques.
Omnichannel Response: Respond promptly to incoming user queries via phone, email, and the IT ticketing system.
SLA & Ticket Management: Log detailed, accurate ticket information to support reporting, and actively manage tickets to ensure resolution within established SLAs.
Escalation & Vendor Coordination: Coordinate with onsite vendors and higher-level technical teams when necessary to resolve complex issues.
System Maintenance: Assist with software patch deployment, systems monitoring, and routine desktop support tasks.
Customer Experience: Follow up with end-users to confirm complete issue resolution and maintain high standards of customer service.
On-Call Support: Participate in an after-hours support rotation as scheduled.
Required Qualifications
Experience: 2–3 years of hands-on experience in IT, Windows-based desktop support, and/or Point of Sale (POS) support.
Networking & OS Knowledge: Proven experience resolving standard Windows desktop issues and a solid foundational understanding of LAN, WAN, and POS networking concepts.
Tools & Systems: Proficiency with ticket tracking systems, desktop support tooling, and a demonstrated ability to rapidly adapt to new hardware and software.
SLA Compliance: Track record of operating within ticket resolution SLA frameworks.
Communication: Exceptional written, verbal, and interpersonal communication skills with a strong customer-service mindset.
Preferred Qualifications
Prior experience supporting POS platforms (such as Radiant, VeriFone, Gilbarco Passport, or Fiscal) within a convenience store (c-store) or retail environment.
