Help Desk Support Technician

North American Rail Solutions (NARS) is seeking an enthusiastic and detail-oriented Entry-Level IT Help Desk Technician to join our team in the Dallas Fort Worth office. This individual will be responsible for providing technical support to end users via help desk tickets, telephone, and in-person requests. 

MAJOR RESPONSIBILITIES

• Responds to end-user requests for technical assistance by phone, email, and ticketing system to resolve issues in a quick and efficient manner
• Troubleshoots and resolves basic computer, application, system, device, access or performance issues.
• Researching and responding to user questions, and explaining complex fixes in plain language. Escalates issues to appropriate teams where necessary.
• Instructs users how to use systems and applications for best practices and in compliance with IT policies.
• Logs and maintains user requests and solutions in ticketing system.
• Administers user accounts across country, such as resetting passwords, adding, and removing access (Office 365 portal).
• Supports the installation and configuration of equipment system software
• Provision end user devices such as laptops, tablets and phone equipment 
• Provides endpoint management including remote support, and patch management
• Supports with the asset management and maintain product lifecycles
• Supports server and network management
• Utilizing network monitoring solution to support infrastructure and escalate when needed
• Following standard operating procedures, and creating new procedures for resolutions, and when otherwise appropriate
• Recording time accurately in ticketing system, including documenting issue resolution
• Participating in projects to advance department goals
• Participating in On-Call rotation to support staff outside of standard business hours
• Administers SharePoint sites and manages permissions
• Occasional travel required, up to 25%
• Performs all other duties as assigned. 

Education Required:

• High School Diploma or GED required.

Work Experience Required:

• 2+ years experience in similar help desk analyst role
• 2+ years experience with hardware setup and configuration
• Familiarity with Microsoft Autopilot and Copilot, SharePoint administration, and Office 365.

Skills & Knowledge Required:

• Excellent communication skills, both written and verbal. 
• Analytical and multitasking skills, with the ability to prioritize tasks.
• Knowledge of ITIL service management concepts
• Time management and organization skills. 
• Strong interpersonal and customer service skills. 
• Ability to work independently and in a team environment 

Thank you for your interest in this position and for taking the time to apply. We appreciate your patience as we review all applications. While we will provide updates as soon as they are available, please note that we may not be able to respond to all applicants individually.