Top IT Support & Helpdesk Jobs in Dallas-Fort Worth, TX

Provides senior Level I and II technical support for Windows, macOS, virtual desktops, Microsoft 365, mobile devices, printers, and peripherals. Manages ServiceNow tickets, documents procedures, analyzes recurring issues, performs root-cause analysis, supports implementations, and escalates complex problems. Mentors junior technicians, communicates with users and management, participates in projects, and may travel to remote locations.

Supports the Forms and Output Delivery portfolio by analyzing business and system requirements, translating regulatory mandates into form logic, testing policy outputs, coordinating rollouts, and troubleshooting print, publishing, and statistical data pipelines. Investigates XML payload and validation issues, creates test scenarios and policies, maintains mapping documentation, and collaborates with product, compliance, forms, engineering, and QA teams.

Leads technology support and control transformation for AI-enabled production environments. Oversees application and infrastructure stability, incident/problem/change management, observability, audit readiness, and technology risk controls. Establishes controls-as-code, automated evidence capture, AI workflow governance, guardrails, accountability, and continuous monitoring. Manages teams and cross-functional stakeholders while driving proactive prevention, root-cause elimination, operational resilience, and measurable service improvements.

Provide remote and in-person technical support for Windows and Mac laptops, mobile devices, passwords, software, and hardware. Resolve tickets, calls, and chats using remote access tools and ServiceNow, escalating issues when needed. Support first-call resolution and assist with onboarding and training new technical support agents.

Support telecom network operations through alarm and event monitoring, incident tracking, troubleshooting, maintenance coordination, log and performance analysis, change management, documentation, and status reporting. Develop automation scripts and DevOps pipelines, contribute to AI-driven predictive operations use cases, and improve operational dashboards and playbooks while working with engineering, security, and service teams.

Provides enterprise technology support through phone, ticketing, and potentially chat channels. Troubleshoots hardware, software, network, access, and application issues; manages incidents and escalations; documents resolutions in ServiceNow or similar ITSM tools; analyzes trends and operations data; supports knowledge management, training, process improvement, and automation; and coaches junior analysts while maintaining customer service, security, and confidentiality standards.

Lead and manage the ServiceNow CMDB and ITOM programs to ensure a single source of truth for assets and services. Oversee CMDB design, data quality, CSDM alignment, Discovery and Service Mapping, ITOM roadmap, reporting, governance, and stakeholder engagement. Manage cross-functional teams, enforce code standards, and drive continuous improvement to meet business and operational needs.

Administer and enhance Salesforce for VIP teams by configuring flows, reports, dashboards, access, and data management. Gather stakeholder requirements, troubleshoot user issues, support adoption, and collaborate with development, analytics, and data engineering teams on integrations and technical solutions. Query and validate data using SQL and Snowflake, test system enhancements, and identify process improvements while maintaining Salesforce data accuracy and integrity.

Administer and optimize Salesforce Sales Cloud and Service Cloud, including objects, data models, Flow automation, approval processes, sales pipelines, cases, Omni-Channel, Knowledge, entitlements, and SLAs. Collaborate with engineers, architects, product managers, and delivery teams on backlog planning, troubleshooting, releases, demos, integrations, and Agentforce initiatives. Support Agile ceremonies, production incidents, and Pacific Time coverage.

Triage incoming support cases, lead short discovery calls, gather logs/screenshots/configuration, write clear handoffs for senior engineers, resolve straightforward product questions and repeatable implementation tasks, maintain ticket hygiene and SLAs, and improve runbooks and intake processes.