Senior Service Desk Technology Support Agent

    • Elite Pro Tech
  • Fort Worth, TX
  • Posted 20 days ago | Updated 7 hours ago

Overview

On Site
Full Time

Skills

Tier 2
Computer Hardware
Network
Laptop
Printers
Management
IT Service Management
Collaboration
Documentation
Technical Support
Microsoft Windows
OS X
Computer Networking
TCP/IP
DNS
Dragon NaturallySpeaking
DHCP
Virtual Private Network
Firewall
Supervision
Problem Solving
Conflict Resolution
Communication
Customer Service
CompTIA
Network+
Security+
BICSI
Broadcasting
Audiovisual
AV
Media Production
Service Desk
Zendesk
ServiceNow

Job Details

Job Description

Job Description

Position: Senior Service Desk Technology Support Agent
Location: Dallas Fort Worth (DFW) Metroplex On-site and Remote
Employment Type: Full-Time
Vehicle Provided

We are seeking a senior-level Service Desk Technology Support Agent to join our growing team, providing expert-level support both remotely and on-site across the DFW area. This role requires a high degree of autonomy, excellent troubleshooting abilities, and strong customer service skills.

Key Responsibilities:

  • Provide Tier 2/3 technical support for Windows and macOS environments

  • Diagnose and resolve complex hardware, software, and network issues

  • Support end-user devices, including desktops, laptops, mobile, printers, networking, and AV equipment

  • Manage service requests and incidents using standard ITSM tools

  • Collaborate with engineering, networking, and broadcast teams as needed

  • Maintain accurate documentation for systems, procedures, and support requests

  • Participate in projects and upgrades as needed across client environments

  • M-F business hours service and on-call rotation

Requirements:

  • 5+ years of experience in a senior technical support or service desk role

  • Strong experience with Windows and macOS support

  • Solid networking knowledge (TCP/IP, DNS, DHCP, VPN, firewalls)

  • Experience working independently with minimal supervision

  • Must be able to lift and move equipment.

  • Must be able to work on a ladder.

  • Excellent problem-solving and diagnostic skills

  • Strong communication and customer service abilities

  • Valid driver's license (company vehicle provided)

Preferred Qualifications:

  • CompTIA A+/Network+/Security+ or BICSI certification

  • Experience in broadcast, audio/visual (AV), or media production environments

  • Familiarity with service desk ticketing systems (e.g., Zendesk, ServiceNow, Freshservice)

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.