IT Helpdesk Technician

Overview

The IT Help Desk Technician provides first-level technical support to end-users, serving as the initial point of contact and assisting with hardware, software, and network issues. This is a full-time, non-exempt position paid on an hourly basis.

Life at Parkhill 

At Parkhill, Building Community is the reason we exist. We invest in extraordinary people who love investing in their communities. We are more than planners, architects, and engineers — we are neighbors who choose to live and work in the communities we serve.   

Increase your impact with our team of passionate collaborators. Whether you are a recent graduate with untapped potential or a professional with proven experience, we invite you to discover a career path designed for you.  

Parkhill is one of the largest architectural and engineering firms in the Southwest with 14 offices located throughout Texas, New Mexico, and Oklahoma. 

Responsibilities

• Respond to initial support requests via phone, email, or ticketing system.
• Assist with the installation of software, drivers, and updates.
• Troubleshoot basic hardware, software, and networking issues (Windows, macOS, Office, email, printers, etc.).
• Document incidents, steps taken, and resolutions in the ticketing system.
• Assist with user account setups, password resets, and access management.
• Support remote users via VPN, RDP, and remote tools.
• Educate users on IT policies and procedures.
• Configure and image devices for new employees.
• Set up workstations for new employees and office locations.
• Complete Help Desk tickets in a timely manner following SLA guidelines.
• Adhere to and enforce Parkhill IT Policy
• Desktop/laptop deployments
• Printer maintenance
• Asset checkout and maintenance
• Escalate unresolved issues to Senior Technicians or specialized support.
• Other duties as assigned

Qualifications

• Minimum education required: High school diploma or equivalent (Associate's or Bachelor’s in IT preferred)
• Minimum years of experience required: 0–2 years of IT support or customer service experience
• Basic knowledge of Windows OS, Office 365, and common desktop applications
• Familiarity with basic network concepts (IP, DNS, DHCP)
• Strong communication and interpersonal skills
• Ability to troubleshoot and think critically under pressure

Preferred

• CompTIA A+, ITIL, or other relevant certifications
• Experience with help desk ticketing systems (e.g., Zendesk, ServiceNow, Freshdesk)
• Knowledge of Active Directory and basic user administration

Benefits and Perks

We offer a comprehensive benefits program that supports the whole person. Our benefits include: 

• Life Balance: hybrid/flexible work schedules, flexible work environment, generous PTO, paid holidays.  

• Investing in Your Future Growth: specialized training, continuing education, professional licensing, intern development programs, University of Parkhill.  

• Competitive Benefits: Multiple health plan options, FSA for dependent care, HSA contributions, employer 401k contribution, employer-paid basic life, short/long term disability coverage, performance bonuses.        

• Well-Being: mental health care, culture committees, wellness program, charitable giving match.