This is not a hands-on technical role, but it's perfect for someone who thrives in a fast-paced environment, loves process improvement, and enjoys being the go-to person for coordination and follow-through.
What You'll Do
. Monitor and manage incoming IT support tickets via Zendesk
. Assign and classify tickets to the right IT team members
. Track pending tickets and follow up to ensure timely updates
. Communicate with associates to provide status updates and gather details
. Answer incoming helpdesk calls and route inquiries appropriately
. Document ticket progress and resolution notes clearly
. Suggest process improvements to enhance support efficiency
What You'll Bring
. 2+ years of experience in helpdesk coordination or internal customer support
. Familiarity with ticketing systems like Zendesk, ServiceNow, or Jira
. Strong skills in Office 365 (Outlook, Teams, Excel, Word)
. Experience working in process-driven environments, ideally in IT or tech support
. Excellent communication and organizational skills
. A service-first mindset with patience, empathy, and professionalism
. Ability to juggle multiple priorities and follow through reliably
Work Environment
. This role is 100% onsite at our Addison, TX location
. Occasional flexibility may be needed during high-volume periods
Physical Requirements
. Ability to sit or stand at a workstation for extended periods
. Frequent use of computer, keyboard, and phone
. Occasional walking to other departments for in-person support
. Ability to lift and carry up to 25 lbs (e.g., laptops, small IT equipment)
. Visual acuity to read screens and documents
Why Join Us?
We're a people-first organization that values clarity, collaboration, and continuous improvement. If you're someone who loves structure, thrives on helping others, and enjoys being at the heart of a well-run support system, we'd love to meet you.
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