IT Helpdesk Technician

Join Prime Communications as an IT Helpdesk Technician in our Sugar Land, TX office. This onsite role supports more than 2,000 retail locations nationwide, delivering hands-on troubleshooting, store technology rollout support, and a clear path for building IT skills within a collaborative, customer-focused culture.

Position Overview

We are seeking a motivated, customer‑driven IT Helpdesk Technician to join our in‑office team. You will support a large network of retail locations in a fast paced environment, gaining practical experience across a broad range of technologies. This entry point is ideal for someone starting their IT career, eager to learn and grow, with strong communication skills and a proactive approach to solving technical issues.

Responsibilities

• Deliver frontline technical support via phone, email, and the ticketing system to store teams
• Troubleshoot and resolve problems with PCs, printers, and peripheral devices
• Assist with iPads and other mobile devices
• Support payment terminals including Link 2500 and Lane 7000
• Identify and rectify network issues such as Wi‑Fi connectivity, routers and switches, and ISP related problems
• Assist with store technologies including security camera systems, IP based safe locks, and smart thermostats
• Accurately document issues, troubleshooting steps, and resolutions in the ticketing system
• Escalate complex technical issues to senior IT staff or external vendors when needed
• Assist with new store setups, device provisioning, and technology rollouts
• Collaborate with team members to ensure timely resolution and excellent customer support
• Maintain professionalism and clear communication while handling a high volume of requests

Requirements

• Experience with computers and operating systems
• Experience with mobile devices and peripherals
• Strong grounding in networking fundamentals
• Strong analytical and troubleshooting abilities
• Excellent verbal and written communication skills
• Ability to perform effectively in a fast paced, high volume support environment
• Team‑oriented mindset with a willingness to learn and grow
• Strong attention to detail and organizational skills

Technologies

• Link 2500
• Lane 7000
• Security camera systems
• IP based safe locks
• Smart thermostats
• Wi‑Fi connectivity
• Routers and switches