Job Title - Helpdesk Specialist
Duration - 12+ Months
Work Mode- Onsite
Work Location- Euless, Tx
Position Summary:
We are seeking a Helpdesk Specialist to provide technical assistance with computer systems, hardware, and software. As a solutions desk technician, you are responsible for responding to phone queries about incidents/service requests and offering technical support to customers using computer systems, mobile devices, and printing for both hardware and software.
PRINCIPAL DUTIES AND RESPONSIBILITIES (May perform any or all of the following):
- Serves as the first contact with customers who need technical assistance via the phone.
- Troubleshoots, diagnoses, and resolves technical hardware and/or software issues.
- Performs troubleshooting using different diagnostic techniques.
- Provide quick resolution and excellent customer service
- Redirects unresolved issues to the next level of support personnel.
- Provides needed information on IT products and/or services.
- Keep record of the reported problem(s) and the resolution via the ticketing system
- Follow-up with customers on unresolved issues and tickets submitted via the web portal
- Demonstrate professional level soft skills that results in high customer satisfaction scores
- 1In-depth knowledge of computer systems and mobile devices running Microsoft Windows 10 & 11, Mac OS & iOS & Microsoft Office Suite
- Performs other related duties as assigned.
Qualifications & Experience Required (3+ Years) - Experience providing technical support for an IT Solutions Desk/Help Desk/Service Desk.
- Experience with Windows 10 & 11, Microsoft Office Suite, Microsoft 365, Microsoft Teams, and Mac OS & iOS, Active Directory.
- Experience diagnosing and resolving basic technical issues-hardware, software, network, and access issue- while communicating with the customer in a professional manner.
- Experience demonstrating customer-oriented focus and patience while providing excellent communication and interpersonal skills.
- Experience demonstrating advanced Troubleshooting and Critical thinking techniques while resolving incidents and service requests.
- Experience with Security Awareness management: Identity & Access Management, helping users understand security policies and best practices and responding to basic security-related tickets (phishing emails, suspicious links, password issues, MFA problems, etc.)
- Experience demonstrating advanced time management skills and multi-tasking skills
Other Requirements: - Completion of high school curriculum or equivalent. Prefer Associate degree or higher in computer science or related field.
- Reliable transportation and possession of a valid class C driver's license
Preferred Certification: - CompTIA A+ Certification
- Microsoft 365 Certification
ABOUT ISHIR
ISHIR is a digital innovation and enterprise AI services provider. We work with startups and enterprises to shape the future through accelerated innovation, deep technical expertise, access to global digital talent and a passion for complex problem-solving. With our help, our clients overcome their most difficult digital challenges leveraging AI.
We are not just consultants, we are partners in our clients’ success, assisting them with re(gaining) competitive edge by identifying opportunities for differentiation, industry disruption, scalable innovation, and go-to-market strategies that deliver successful outcomes.
At ISHIR, we help bold businesses accelerate innovation through Talent, Speed-to-Market, and AI. We help make an impact by solving real problems using innovation, improved customer experiences and the right technologies.
As an ISHIR employee, you will get the advanced training you need to be successful, and the opportunity to apply it. You must be passionate about technology, crave responsibility, and be eager to apply your knowledge to real business solutions for our startup and enterprise customers. These are the qualities of a person destined for success at ISHIR.
ISHIR attracts a special type of individual—someone who is proactive, thrives on challenges, feeds off success, and looks at moving targets not as obstacles but as opportunities. ISHIR is an exciting place to work. It is imbued with an entrepreneurial spirit and promotes self-reliance, open communication, and collaboration
Skills Required
- 3+ years experience providing technical support for an IT Solutions Desk/Help Desk/Service Desk.
- Experience with Windows 10 and Windows 11.
- Experience with Mac OS and iOS.
- Experience with Microsoft Office Suite and Microsoft 365.
- Experience with Microsoft Teams.
- Experience with Active Directory (user account and access management).
- Experience diagnosing and resolving hardware, software, network, and access issues.
- Experience using a ticketing system and keeping detailed ticket records and follow-ups.
- Security awareness management experience: Identity & Access Management, phishing response, password and MFA support.
- Demonstrated advanced troubleshooting, critical thinking, time management, multi-tasking, and customer service skills.
- Completion of high school diploma or equivalent.
- Reliable transportation and valid Class C driver's license.
- Associate degree or higher in computer science or related field.
- CompTIA A+ certification.
- Microsoft 365 certification.
What We Do
ISHIR partners with BOLD businesses to navigate their shift to an AI native world. We help AI-first leaders bring clarity to complex decisions and turn AI into real business advantage. Our work combines strategic thinking, product development, and AI engineering expertise. We focus on reinvention through people, processes, products, and platforms so organizations do not just adopt AI, but operate differently because of it. We help businesses move faster with confidence and WIN in a post AI era. Headquartered in Dallas Fort-Worth (regional presence across Texas), we are a Digital Product Innovation Studio + AI-Native System Integrator with a 26+ year (established 1999) legacy of helping organizations transform ideas into measurable business impact. We deliver a complete portfolio of digital services including AI-powered custom software development, AI-accelerated product innovation, data + AI strategy, data engineering, AI Agent automation, and global AI-first talent solutions. Our Focus We partner with AI-curious and forward-thinking companies to design and build competitive advantage through AI-native digital products and solutions that drive growth and redefine industries. By combining digital product innovation, data + AI transformation, and AI-First engineering teams, we help businesses: Reducing time-to-value through clarity, lean experimentation, and continuous AI-powered delivery Leverage customer insights to accelerate product-market fit (PMF) with rapid validation and prototyping Strengthen competitive advantage through Innovation, Data + AI and Talent Accelerators Providing global AI-First engineering talent, global capability centers (GCC) and agile AI engineering pods for ongoing innovation Integrating automation and AI agents to enhance human performance Our CTOs & CAIOs help businesses move faster, reduce risk, and align technology with business priorities. Our Difference We call it Impact Engineering — the ability to merge digital strategy, AI technology, and execution to deliver meaningful outcomes. ISHIR’s cross-functional teams bring clarity, speed, and precision to every engagement. Our global delivery model ensures the right expertise at the right time, wherever you are in your innovation journey. Let’s build what’s next — together. ISHIR serves clients in Texas (Dallas Fort Worth, Austin, San Antonio, and Houston), LATAM (Argentina, Brazil, Costa Rica, Colombia), India (New Delhi/Noida), UAE (Dubai, Abu Dhabi)
Why Work With Us
Flexible, Honest Inspiring
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