Help Desk Technician

BEAR Technologies Corporation is hiring a Help Desk Technician for an onsite role in Plano, TX. This position supports end-users with advanced help desk services, handling escalated incidents and first-line troubleshooting across Windows environments.

At this hourly role, you will respond to requests through established support channels, resolve hardware, software, and network issues, and help keep IT support processes effective through documentation and service improvement efforts.

What you’ll do

• Handle user requests via phone, email, or a ticketing system, delivering timely and professional support.
• Troubleshoot and resolve hardware, software, and network problems on primarily Windows platforms.
• Set up and configure desktops, laptops, mobile devices, printers, and peripherals.
• Manage user accounts, permissions, and access rights using Active Directory and Office 365.
• Escalate complex problems to Tier 2 support or the appropriate department when required.
• Support continuous service improvement by recommending enhancements to IT support workflows.
• Maintain accurate records of support interactions, including issues and solutions.
• Stay current with industry trends and emerging technologies to improve troubleshooting capability.

What you bring

• 5+ years of proven experience in help desk or equivalent technical support work.
• In-depth knowledge of the Windows operating system.
• Familiarity with Active Directory, Office 365, and remote support tools.
• Strong ability to diagnose and troubleshoot hardware and software issues.
• Excellent problem-solving skills with strong attention to detail.
• Clear communication and dependable interpersonal skills.
• Relevant certifications such as CompTIA Tech+, HDI Customer Service Representative (HDI-CSR), Microsoft 365 Certified: Copilot and Agent Administration Fundamentals (AB-900), and Microsoft Azure Fundamentals (AZ-900).

Tools and technologies

• Windows operating system
• Active Directory
• Office 365
• Remote support tools
• CompTIA Tech+
• HDI Customer Service Representative (HDI-CSR)
• Microsoft 365 Certified: Copilot
• Agent Administration Fundamentals (AB-900)
• Microsoft Azure Fundamentals (AZ-900)

Compensation and benefits

Pay: $26.00 - $30.00 per hour.

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Retirement plan
• Vision insurance

Work location

In person (onsite).