Top 17 Help desk support Jobs in Tyler Tx

IT Helpdesk and Service Manager
Tyler Vault Datacenter —Tyler, TX
- $24 - $26 an hour
- Full-time
- Background check
- Mid-level
- Windows
Quick Apply
4d
Customer Service Representative - El Paso, TX
Capitol Bridge, LLC. —Texas
- $17.50 an hour
- Mid-level
- Travel
- Paid training
- Paid holidays
Quick Apply
1d
Epic Analyst- Grand Central/Prelude/Real Time Eligibility
Christus Health —Tyler, TX
- Full-time
- Microsoft Excel
- Bachelor's degree
- Quality control
11d
IT Specialist II (Part-Time)
City of Tyler —Tyler, TX
- $26.50 an hour
- Overtime
- Computer science
- Computer Science
- Mid-level
- Health savings account
- Paid holidays
3d
IT Tech Support Specialist II - ON SITE
Southside Bank —Tyler, TX
- Overtime
- Word processing
- Mid-level
- Office
- Paid holidays
- Relocation assistance
Quick Apply
1d
Network Technician
The University of Texas at Tyler —Tyler, TX
- Weekends as needed
- Pass drug screening
- Mid-level
- High school diploma or GED
- Retirement plan
IT Support Specialist
Sky Ranches Inc —Van, TX
- From $60,000 a year
- Weekends as needed
- Background check
- Mid-level
- Office
- Health insurance
- Dental insurance
Quick Apply
Network Technician- Bilingual Korean/ English
Woongjin, Inc —Tyler, TX
- $30 - $33 an hour
- Extended hours
- English
- Mid-level
- 3 years
- Health insurance
- Dental insurance
Field Engineer I
Ardent Eagle Solutions —United States
- $30 - $50 an hour
- Full-time
- Military
- Data analysis skills
- System design
- Health insurance
- Dental insurance

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IT Helpdesk and Service Manager
Tyler Vault Datacenter —Tyler, TX
Coordinate onsite service calls, remote support, and vendor escalations when required. 2+ years of experience in an IT helpdesk, service desk, technical support…
$24 - $26 an hour
Quick Apply
4d
Client Service Representative
Shiloh Private Wealth —Tyler, TX
Receives and directs incoming calls and mail. Managing the front desk by helping clients prepare for their visits. Receives and deposits client checks.
$42,000 - $70,000 a year
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3d

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Proteam Solutions Inc. —Columbus, OH
Familiarity with IT service management tools and help desk ticketing systems. DEKSTOP SUPPORT TECHNICIAN POSITION SUMMARY: *Responsible for the configuration,…
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IT Helpdesk and Service Manager

Tyler Vault Datacenter
Tyler, TX

Quick Apply

Job Details

Full-time
$24 - $26 an hour
4 days ago

Qualifications

Teamwork
IT user and group management
Windows
High school diploma or GED
Attention to detail
Computer hardware
Desktop (troubleshooting support)
IT project management
Azure AD
IP networking
Desktop administration
Ticketing system technical support
Time management
Help desk

Full Job Description

IT Helpdesk & Service Manager

Job Type: Full-Time
Department: Managed Services / IT Support
Reports To: CEO

Position Summary

The IT Helpdesk & Service Manager is responsible for coordinating day-to-day helpdesk operations and ensuring client technology issues are logged, prioritized, assigned, communicated, and resolved efficiently. This role serves as a key point of coordination between clients and helpdesk technicians, vendors, and internal management.

The ideal candidate is highly organized, customer-focused, technically capable, and comfortable working in a fast-paced Managed Service Provider (MSP) environment where multiple clients and competing priorities must be managed simultaneously.

Key Responsibilities

Helpdesk Coordination

· Monitor incoming support requests through the ticketing system, phone, email, and other communication channels.

· Triage and prioritize tickets based on urgency, business impact, client SLAs, and technical complexity.

· Assign tickets to the appropriate technician or escalation team.

· Ensure technicians are logging their time correctly into the timekeeping system.

· Monitor ticket queues to ensure requests are progressing within established SLAs.

· Follow up on aging, overdue, or stalled tickets.

· Identify recurring issues and escalate trends to management or technical leadership.

· Coordinate onsite service calls, remote support, and vendor escalations when required.

· Ensure tickets contain accurate documentation, troubleshooting steps, communications, and resolution details.

Client Communication

· Serve as a professional and responsive point of contact for clients regarding support requests.

· Provide clients with timely updates on ticket status and expected resolution timelines.

· Communicate technical information in a clear, non-technical manner when appropriate.

· Manage client expectations and escalate concerns when service issues arise.

· Maintain strong working relationships with client contacts and internal support staff.

Technical Support

· Provide first-level technical support for common hardware, software, networking, Microsoft 365, workstation, printer, account, and connectivity issues.

· Troubleshoot problems remotely and determine when escalation is required.

· Assist technicians with gathering information needed to diagnose and resolve issues.

Service Management & Administration

· Maintain accurate ticket records and ensure proper categorization and documentation.

· Track SLA performance and helpdesk metrics.

· Assist with scheduling technicians and coordinating maintenance activities.

· Help maintain client documentation, asset records, and knowledge-base articles.

· Assist with onboarding and offboarding processes.

· Coordinate with vendors and third-party service providers as needed.

· Participate in process improvement initiatives designed to improve efficiency, client satisfaction, and service quality.

· Order parts and supplies needed for repairs and track inventory.

· Track, renew, and keep up with computer and software licensing for customers.

· Create, collect, and check PO’s and/or work orders, invoices, and notes in service software for accuracy.

· Create, manage, and maintain the on-call schedule for the team of technicians.

Required Qualifications

· 2+ years of experience in an IT helpdesk, service desk, technical support, or MSP environment.

· Strong understanding of Windows workstations and common business applications.

· Experience with Microsoft 365 administration and troubleshooting.

· Familiarity with Active Directory / Entra ID, user accounts, permissions, and endpoint troubleshooting.

· Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPNs.

· Experience working with a professional ticketing or PSA system.

· Strong organizational and time-management skills.

· Excellent written and verbal communication skills.

· Ability to prioritize multiple tasks and work effectively under pressure.

· Strong customer-service mindset and professional demeanor.

Preferred Qualifications

· Previous MSP experience.

· Experience with ConnectWise, Autotask, HaloPSA, Kaseya, ServiceNow, or similar PSA/ticketing platforms.

· Experience with remote monitoring and management (RMM) tools.

· CompTIA A+, Network+, or Microsoft certifications.

· Familiarity with cybersecurity best practices and endpoint security.

· Experience coordinating technicians or managing a service desk queue.

· Understanding of ITIL or other service-management practices.

Key Performance Indicators

Success in this role may be measured by:

· SLA compliance and ticket response times.

· Ticket backlog and aging.

· Client satisfaction.

· First-response and resolution times.

· Ticket documentation quality.

· Technician utilization and queue efficiency.

· Accuracy of ticket assignment and prioritization.

· Effective communication with clients and internal teams.

Core Competencies

· Customer Service: Builds trust and maintains professional client relationships.

· Organization: Effectively manages multiple priorities and deadlines.

· Communication: Clearly communicates with both technical and non-technical audiences.

· Problem Solving: Quickly identifies issues, determines appropriate next steps, and escalates when necessary.

· Accountability: Takes ownership of requests and follows through to completion.

· Teamwork: Coordinates effectively with technicians, engineers, management, and vendors.

· Attention to Detail: Maintains accurate documentation and follows established processes.

Work Environment

This position operates in a fast-paced MSP environment supporting multiple clients with varying technical requirements and priorities. The role may involve extended periods working at a computer, frequent communication with clients and technical staff, and occasional onsite support or after-hours coordination depending on business requirements. Work hours are 8am-5pm M-F.

This position is ideal for an experienced IT support professional who enjoys both technology and customer service and wants to play a central role in keeping an MSP's service desk organized, responsive, and efficient.

Pay: $24.00 - $26.00 per hour

Education:

High school or equivalent (Required)

Ability to Commute:

Tyler, TX 75702 (Required)

Work Location: In person

Quick Apply

Refine Your Search

help desk support jobs in tyler tx

IT Helpdesk and Service Manager

Customer Service Representative - El Paso, TX

Epic Analyst- Grand Central/Prelude/Real Time Eligibility

IT Specialist II (Part-Time)

IT Tech Support Specialist II - ON SITE

Network Technician

IT Support Specialist

Network Technician- Bilingual Korean/ English

Field Engineer I

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