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IT Help Desk Support II Plano, Texas, United States

TCP Software -
Plano, TX

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Job Details

Benefits

Health insurance
Dental insurance
401(k)
Paid time off
Vision insurance

Qualifications

Cloud identity and access management (IAM)
Smartphone (troubleshooting support)
IT user and group management
Zoom
Incident Escalation
Audio systems
Information security compliance
Cloud service support
Video conferencing software
Productivity software support
Computer hardware
Desktop (troubleshooting support)
Azure AD
Customer support ticket management
Data access controls implementation
Mentoring
Collaborative technology platforms
Microsoft Teams
MFA
UEM
Video conferences (communication methods)
Access control management
Desktop administration
Escalation handling
Video conferencing systems operation
Ticketing system technical support

Full Job Description

TCP is committed to cultivating a diverse and inclusive team. However, we are not able to sponsor visas for this role.

About TCP (TimeClock Plus):
For more than 30 years, TCP has helped organizations engage their people by providing flexible, mobile timekeeping and workforce management solutions. Trusted by tens of thousands of customers and millions of users, TCP delivers best-in-class technology and personalized support to organizations of all sizes in the public and private sector to meet their complex timekeeping, employee scheduling, leave management and other workforce needs. We recently embraced our new, refreshed brand which we feel fully embodies our commitment to innovation while also completing our first acquisition of Humanity, an industry-leading cloud-based scheduling platform. Growth is happening and our vision for a successful future is clear - We'd love for you to join us on this journey! For more information on TCP, visit www.tcpsoftware.com or follow us on LinkedIn or Facebook.

About the Role:

The IT Help Desk Support II technician at TCP Software plays a critical role in ensuring a secure, reliable, and high‑performing technology experience for our workforce. This position supports a modern SaaS‑focused environment that includes cloud platforms, endpoint management, collaboration tools, and customer‑facing systems essential to delivering industry‑leading workforce management solutions.

The technician provides expert‑level troubleshooting, leads root‑cause analysis efforts, and partners closely with internal teams to maintain smooth operations across hardware, software, network, and cloud services. This person also mentors junior technicians, contributes to process maturity, and drives continuous improvement initiatives that elevate IT service delivery across TCP Software.

Responsibilities:

Provide advanced technical support for hardware, software, network, SaaS applications, and cloud‑service issues.
Troubleshoot and resolve complex incidents across Windows, macOS, mobile devices, Office 365, and TCP‑internal platforms
Manage and prioritize service tickets in line with SLA expectations
Collaborate with IT Operations, Security, Development, and Product teams on escalations or cross‑functional issues
Install, configure, and maintain endpoints, peripherals, and collaboration tools used across TCP Software
Support cloud‑based and hybrid infrastructure, including routine maintenance on systems used internally
Monitor system performance and proactively identify user‑impacting trends
Create and maintain documentation, knowledge base articles, and user‑friendly guides
Deliver IT onboarding sessions and end‑user training on tools and security best practices
Contribute to IT policy development and continuous‑improvement initiatives
Manage user accounts, role‑based access, and permissions in Entra ID and related platforms
Coordinate with external vendors for escalated support or hardware procurement
Assist with license audits, asset tracking, and SaaS application compliance
Support AV setups for internal meetings, company events, and hybrid‑work collaboration
Maintain strict adherence to TCP’s security, confidentiality, and data‑handling standards
Mentor junior help desk staff and contribute to a culture of excellence and teamwork

Requirements

2+ years of experience in help desk or technical support roles, preferably in a SaaS or cloud‑centric environment
Strong knowledge of enterprise hardware, operating systems, and network fundamentals
Hands‑on experience with Azure Active Directory / Entra ID, user lifecycle management, and MFA/identity security controls
Proficiency with remote‑support technologies and modern endpoint‑management platforms (e.g., Intune, MDM/MAM)
Advanced troubleshooting skills for complex workstation, application, and cloud‑service issues
Exceptional communication and customer‑service skills supporting a diverse, distributed workforce
Experience managing ticket queues and working within ITSM frameworks
Familiarity with audio/visual systems, Zoom / Teams Rooms, and conference‑room technology
Knowledge of ITIL practices (preferred)
Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft role‑based certifications (preferred)
Strong analytical, organizational, and documentation skills
Ability to mentor junior staff and support after‑hours escalation rotation
Understanding of data‑security, privacy, and confidentiality best practices relevant to SaaS organizations

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.

Benefits

- Competitive salary plus uncapped commission
- 20 Days of PTO (Paid Time Off) and 13 days of companywide holidays
- 8 hours to volunteer and impact the community
- Comprehensive benefits (Health/Dental/Vision/ 401K)
- The work/life set up you need to be successful.
- Employee Choice Benefit

Apply Now

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