Calance ยท 11 hours ago
Information Technology Service Desk
Irving, TX
Full-time
Onsite
Entry Level
$50K/yr - $65K/yr
1+ years expCalance is a company seeking an Information Technology Service Desk professional to provide IT support for various business applications and operating systems. The role involves responding to technical issues, logging incidents, troubleshooting problems, and ensuring timely escalation of customer issues.
Information TechnologySoftware
Responsibilities
IT Support relating to technical issues involving all business applications and operating systems. (e.g. PCs, laptops, servers, WIN/MacOS, and routing/switching) within negotiated Service Level Agreements (SLAs) or Service Level Objectives (SLOs)
Respond quickly and effectively to requests received through the ticketing system
Log all incidents reported via telephone, email, voice mail, or any other supported process\method
Attempts to troubleshoot and resolve all incidents reported to the Service Desk or received via a ticketed request
Distributes and dispatches incidents to the appropriate support groups as needed
Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target
Conducts first-level support using documented procedures and available system tools
Review remote monitoring and management system alerts
Coordinates and tracks all system-level production down resolution as necessary per documented procedures
Administers IDs, passwords, and security rights for all internally developed web-based systems
Provides support for remote users
VoIP phone system troubleshooting and support
Basic remote access solution implementation and support: VPN, Terminal Services, and RDP
Documents processes and procedures as required
Ability to work On-call schedule rotation when assigned
Qualification
Required
IT Support relating to technical issues involving all business applications and operating systems (e.g. PCs, laptops, servers, WIN/MacOS, and routing/switching) within negotiated Service Level Agreements (SLAs) or Service Level Objectives (SLOs)
Respond quickly and effectively to requests received through the ticketing system
Log all incidents reported via telephone, email, voice mail, or any other supported process/method
Attempts to troubleshoot and resolve all incidents reported to the Service Desk or received via a ticketed request
Distributes and dispatches incidents to the appropriate support groups as needed
Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target
Conducts first-level support using documented procedures and available system tools
Review remote monitoring and management system alerts
Coordinates and tracks all system-level production down resolution as necessary per documented procedures
Administers IDs, passwords, and security rights for all internally developed web-based systems
Provides support for remote users
VoIP phone system troubleshooting and support
Basic remote access solution implementation and support: VPN, Terminal Services, and RDP
Documents processes and procedures as required
Ability to work On-call schedule rotation when assigned
Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
Ability to seek out opportunities to increase internal client satisfaction and deepen client relationships
Ability to provide a high level of support with a customer-first attitude
Ability to apply a high sense of urgency to all tasks
Ability to provide a high level of problem-solving and technical troubleshooting skills
Ability to work independently to meet objectives
Ability to communicate technology in business terms with customers at all levels
Ability to actively collaborate with vendors and other support teams for problem resolution
Ability to analyze information and use logic and process to address work-related issues and problems
Ability to provide careful attention to detail
Ability to manage multiple initiatives
Ability to meet deadlines
Ability to multi-task and prioritize workload
Ability to perform well in a team environment, with staff at all levels, to achieve business goals
Average manual dexterity work in the use of a PC, phone, sorting, filing, and other office machines
Maintain and secure sensitive/confidential information
Ability to work proficiently with Microsoft Word, PowerPoint, Outlook, and Excel
Ability to work weekends and overnight hours as needed
1-2+ yrs. Desktop/Helpdesk IT support experience
1+ yrs. experience with hardware issues including PC's, laptops, printers, and mobile devices
1+ yrs. experience setting up and installing Windows 10, 7, or XP and Microsoft Office applications
1yrs VPN experience
Preferred
A+, N+, MCP, MCSE certifications are preferred but not required
NOC experience a plus
Experience troubleshooting Networks and Servers is a plus
Experience with SolarWinds is a plus
Company
Calance
A CMMI Level 5 certified company offering IT services and solutions such as cloud, IT staffing, web & mobile development, and more.
501-1000 employees
H1B Sponsorship
Calance has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Bill Darden
Chief Financial Officer
A
Amit Govil
Chairman
Recent News
2025-04-16
Company data provided by crunchbase