Help Desk Technician

Job Description:

Job Title: Technical Support Representative

Location: Plano, TX 75024 (Onsite)

Type: 6+ Month contract

Shift Expectations

There are no fixed shifts. Coverage gaps exist across mid-day, nights, weekends, and holidays. Flexibility is required.

Position Summary

The Junior Level 1 Service Desk / Technical Support Representative provides first-level technical support in a fast-paced, call-driven environment. This role is ideal for early-career or junior technical professionals with strong troubleshooting skills and the ability to communicate clearly with end users.

The position blends Level 1 help desk responsibilities with customer service, supporting users over the phone with application, device, and basic system issues while delivering a positive support experience.

Key Responsibilities

• Handle inbound support calls in a high-volume environment
• Provide Level 1 technical troubleshooting for applications, devices, and basic system or connectivity issues
• Guide users through step-by-step resolutions over the phone
• Identify issues, resolve at first contact when possible, and escalate appropriately
• Accurately document issues, actions taken, and resolutions in ticketing or CRM systems
• Navigate multiple systems while actively supporting live calls
• Follow defined processes and adapt to changing tools and procedures

Training & Attendance Expectations

• Training schedule: Monday–Friday, 8:00 AM – 4:30 PM
• Training is 100% onsite
• Training performance is evaluated before independent call handling
• Attendance and punctuality during training are critical
• Multiple unexcused late arrivals or absences may result in release
• Any no-call/no-show will result in immediate release

Shift Expectations

• No fixed shifts; flexibility is required
• Coverage may include mid-day, nights, weekends, and holidays
• Candidates must clearly communicate shift availability during screening

DEXIAN is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.