Desktop Support Agent

Location: City of Dallas Schedule: M-F 8-5 (Availability may be needed outside of those hours) Background check required including fingerprinting Full-time Contract Role Job Summary: While maintaining high quality customer service, the Desktop Support Technician will provide on-site technical support for various computer hardware and software systems. Supervisory Responsibilities: None. Duties/Responsibilities: Creates a positive customer support experience and builds strong relationships through prompt and clear communication, deep problem solving and timely resolution or escalation of end user issues. Addresses and resolves incidents and requests; properly logs all incidents and requests; engages appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility, for example, Networking, Security or other teams in the infrastructure. Documents resolutions and updates self-help and staff knowledge bases. Analyzes and resolves incidents and requests regarding use of application software or hardware. Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests. Adheres to and supports ITIL and ITSM standards, policies, and procedures. Maintains and protects confidentiality regarding all aspects of customer and employee information. Hardware support to include, but is not limited to, break/fix, deployment and decommissioning of desktop PCs, laptops, tablets, mobile devices, printers and various location specific equipment. Installations to include, but not limited to, Microsoft Office, Adobe Suite, Service Now, proprietary systems, and other department specific software. Maintains a high degree of customer service for all support queries, ticket response urgency, and adhere to all Service Level Agreements (SLA's). Provides after hours and on-call support as needed. Performs other related duties as assigned. Required Skills/Abilities: Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Ability to explain technical issues to technical and nontechnical staff and customers. Strong analytical and problem-solving skills. Superior understanding of computer and networking hardware and software systems. Ability to thrive in a team-oriented environment. Excellent time management skills. Proficient with Windows Operating Systems, Active Directory, and Microsoft Office Suite. Proficient with or the ability to quickly learn a broad array of systems hardware and software. Ability to upgrade or repair customer standard computer components such as motherboards, monitors or RAM. Education and Experience: Bachelor's degree in Computer Science or related field or equivalent work experience preferred. A+ certification or ability to obtain within the first (6) months of employment. Technical Support: 3+years (preferred) Background Clearance and Training: Must be able to pass an extensive background check and fingerprinting (CJIS) Must have valid TX driver's license and clean driving record An appropriate level of technical training will be required each year Must maintain required compliance training in subjects such as HIPAA, Cybersecurity and PCI Physical Requirements: Periods of sitting at a desk and working on a computer Must regularly lift and/or move up to 35 pounds and occasionally up to 50 pounds Local travel to customer sites using personal vehicle Occasional statewide or out of state travel required for conferences and company events using personal or company provided vehicle Frequently required to walk, sit, use hands Ability to use standard computer repair tools such as drills, screwdrivers, etc. Ability to stand and stoop, kneel, crouch, crawl or climb stairs Noise level is usually low to moderate About Us: GTS Technology Solutions is Employee-owned (ESOP), established in 1984 and headquartered in Austin, Texas. We provide customized IT solutions with honesty, integrity, and pride, focusing on state and local government agencies, education institutions, including K-12 and higher ed, healthcare entities and private businesses. Our mission is to exceed the expectations of our employees, customers, and partners by delivering the highest level of customer satisfaction. Background Check Requirements: Must pass a satisfactory criminal background check in accordance with Criminal Justice Information Systems (CJIS) fingerprint-based guidelines upon hire. Must pass an MVR upon hire. License Requirements: Must have a valid Texas Driver's License and reliable transportation. Tobacco Use Policy: An employee shall not smoke, or use tobacco products, including electronic cigarettes (e-cigarettes), electronic vaping devices, personal vaporizers (PV), or electronic nicotine delivery systems on company property, in company vehicles, or at company activities. GTS Technology Solutions, Inc. is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. As part of our hiring process, we conduct background checks on all final candidates. These checks are conducted in compliance with the guidelines set forth by the U.S. Equal Employment Opportunity Commission (EEOC). We ensure that the information obtained from background checks is used fairly and does not unlawfully discriminate against any individual. GTS Technology Solutions participates in E-Verify to confirm the employment eligibility of all newly hired employees. If you are offered a position with GTS Technology Solutions, your employment will be contingent upon successful verification of your identity and legal authorization to work in the United States through E-Verify. For more information about E-Verify, please visit E-Verify's official website.

Created: 2026-04-01