Helpdesk Specialist

The Helpdesk Specialist provides Tier 1 helpdesk support and supports end-users across the agency through IT operations. In addition to resolving day-to-day desktop and connectivity needs, the role coordinates IT support activities and manages key desktop, laptop, and printing room operations, including documentation and supply management.

Role Overview

This position supports DHA, Housing Solutions for North Texas, serving users agency-wide. The Helpdesk Specialist answers incoming support requests, creates IT work orders in the computer system, assists with phone-based configuration and usage questions, and performs follow-up to help ensure issues are resolved. The role also supports department file maintenance, IT inventory coordination, and printing room workflows such as monthly document processing and equipment monitoring.

Key Responsibilities

• Answer the IT helpdesk telephone, direct calls to the appropriate person or department, provide relevant information, and generate IT work orders in the computer system.
• Coordinate and schedule meetings, appointments, and activities; run reports and maintain IT department files.
• Assist with controlling and managing IT hardware and software inventory, as well as system procedures and documentation.
• Support end-users with configuration and use of desktop and laptop computers over the phone.
• Notify users of system problems and perform follow-up to support proper resolution.
• Receive instruction and/or on-the-job training related to organizational basics and technology updates.
• Provide desktop publishing support to assist users with publications including posters, newsletters, flyers, brochures, pamphlets, and other complex documents.
• Demonstrate courteous and cooperative behavior when interacting with clients, visitors, and DHA staff to support the relationship with the constituent population.
• Apply effective customer service and communication skills, with dependability, adaptability, and cooperativeness.
• Work with the printing fleet vendor to provide toner and print service to DHA users.
• Monitor and ensure proper operations of all equipment in the printing room.
• Process, print, fold, and insert rent statements, checks, letters, and forms monthly.
• Ensure availability of printing supplies and maintain equipment inventory for the department.
• Actively support and promote department standards and expectations.
• Perform other related duties as assigned.

Required Qualifications

• Associate degree and one (1) year of PC desktop and office management support experience.
• Two (2) years of printing-related experience.
• Desktop publishing experience is required.
• Training and Certification may be required during employment as needed.

Compensation and Work Location

• Salary: USD 44,782 - 59,224 per year.
• Location: Dallas, TX (onsite).

Benefits

• Flex Work: 4.5 or 4-Day Work Week
• Paid Time Off: Paid Time Off + 12 Paid Holidays
• Retirement: Retirement Plan with 5% Employer Contribution & 457(b) Deferred Compensation Plan
• Tuition Reimbursement
• Employee Assistance Program: Financial, Legal, Mental Health and Counseling
• Medical, Dental and Vision Plans
• Section 125 Pre-Tax Cafeteria Plan
• Health Savings and Flexible Spending Accounts
• Term Life Insurance: Short- and Long-term Disability Plans

Knowledge and Skills

• Knowledge of DHA organization, operations, policies, and procedures.
• Knowledge of computer hardware and software use, installation, and configuration.
• Knowledge of techniques for setting up and testing PC operating and data communication systems.
• Knowledge of operation, maintenance, and performance capabilities of hardware and software.
• Knowledge of customer service techniques.
• Skill in data entry and basic clerical tasks.
• Skill in operating a personal computer, copy machine, fax machine, and other office equipment.
• Skill in effective communication, both verbal and written.
• Skill in interacting with people of different social, economic, and ethnic backgrounds.
• Skill in operating and maintaining computer and communication systems and related peripheral equipment and devices.