Tier 1 Helpdesk Support - Second Shift

Overview

Reliable Technology Services is a managed IT services provider headquartered in Frisco, Texas. Since 2007, the company has focused on delivering dependable technology solutions with integrity, helping small and mid-sized organizations build and maintain enterprise-grade infrastructure, voice systems, and data networks. This role is part of the Partner Success Team and is centered on providing Tier 1 desktop support both remotely and at client locations as needed.

The schedule for this position is 3:00 PM to 11:00 PM CST. A business-hours expectation of 4:00 PM to 12:00 AM CST is also noted in the role requirements.

Role Summary

The Tier 1 Desktop Support Technician is responsible for resolving technical issues, keeping client computer systems running properly, identifying areas of risk for the client, and documenting work completed for both management and client contacts. The role involves working with computers, software, peripherals, servers, and network devices, while maintaining strong communication with customers, vendors, and internal teams.

Success in this position depends on balancing client service quality with company goals, building a strong understanding of Reliable’s systems, client environments, service offerings, and partner programs, and continuing to develop technical competence.

Responsibilities

• Provide remote and onsite technical support for client systems, as assigned.
• Install, maintain, troubleshoot, and support desktop hardware, software, peripherals, servers, and network equipment.
• Respond quickly to client service requests and internal support needs.
• Review, prioritize, and work service tickets with guidance from the service coordinator.
• Complete service events and record the resolution of each ticket accurately.
• Coordinate with network service staff and keep the service coordinator informed of progress.
• Maintain up-to-date calendars, scheduling details, and communication around service appointments.
• Escalate urgent, complex, or unsolved issues to a senior engineer or service manager without delay.
• Support client relationships by communicating professionally by phone and in person.
• Document service orders, client records, portal updates, timesheets, and related expenses daily.
• Research and help identify equipment purchases for client and internal needs.
• Track billable versus non-billable work and ask for guidance when needed.
• Attend daily huddles and weekly service meetings.
• Assist with inventory checks, asset tracking, and organization of service parts and stock.
• Stay current on products, technologies, best practices, and training opportunities.
• Participate in training, webinars, and education or certification efforts as appropriate.

Technical Requirements

• Hands-on experience with Active Directory, remote access, Windows Server, software distribution, Microsoft 365 / Office 365, and imaging.
• Working knowledge of internet services and network technologies such as DNS and DHCP.
• Exposure to asset management, QoS, and VoIP configurations.
• Ability to diagnose and resolve desktop, network, internet, and general computer issues.
• Comfort using office equipment such as computers, printers, fax machines, and scanners.
• Strong familiarity with Microsoft Office and standard productivity applications.

General Requirements

• Availability to work the assigned evening shift and other business hours specified for the role.
• High attention to detail and a strong commitment to accuracy.
• Excellent interpersonal, written, verbal, and documentation skills.
• Ability to collaborate effectively and work in a team-oriented environment.
• Strong awareness of others’ needs and communication styles.
• Comfort working in a fast-paced setting with a positive, flexible attitude.
• Strong analytical thinking and sound decision-making skills.
• Ability to recognize when senior or management support is needed.
• Strong organization, prioritization, and multitasking skills, especially under deadlines.
• Ability to work independently and add value with limited supervision.
• Valid state-issued driver’s license and access to a functional vehicle.
• Willingness to travel throughout and around the DFW area.

Working Style and Customer Expectations

Customer care is a top priority in this role. The technician is expected to treat clients, coworkers, and all stakeholders with respect, professionalism, and ethical conduct at all times. Building trust, maintaining credibility, and balancing customer needs with business priorities are central to the job.

The role also calls for a team-first approach, a willingness to share ideas for improving processes, strong recordkeeping habits, and a continuous learning mindset. The technician should actively look for ways to expand skills, improve efficiency, and support the growth of others on the team.

Daily and Periodic Work

Day-to-day work includes interacting with clients, completing service events, coordinating with internal staff, maintaining accurate records, and ensuring service requirements are fully understood and met. Periodic responsibilities include inventory support, parts tracking, research into new technologies, and ongoing training and certification development.

Physical and Work Environment

The position requires frequent sitting, talking, hearing, walking, and using hands for handling equipment and other tasks. Occasional standing and reaching may also be needed. The role may involve lifting or moving bulky or heavy items weighing more than 50 pounds, sometimes with the help of a dolly. Vision requirements include close vision, distance vision, and the ability to adjust focus. The workplace noise level is generally moderate.

Additional Information

This job description is not exhaustive. Team members may be asked to complete other related duties or follow additional instructions from a supervisor as needed. Reporting lines include the Network Services Manager and Service Coordinator, with certain matters handled in coordination with the Accounting Manager.