IT Helpdesk - Wichita Falls, Tx in Wichita Falls, Texas at Hays Electrical Services

About Us:
Hays Electrical Services, Inc. is a national electrical contractor founded in 2007 and licensed in 38 states. With more than 1,000 employees, Hays partners with the nation’s top general contractors to deliver sophisticated electrical solutions across commercial, multifamily, industrial, hospitality, aviation, higher education, and government sectors. Hays’ mission is to make itself indispensable to its customers through disciplined execution, operational excellence, and a commitment to safety, results, and professionalism.

Position Overview:
We are seeking a Tier 2 IT Support Technician to serve as the primary on‑site IT presence for our Wichita Falls branch office. This role provides Tier 1 and Tier 2 technical support to end users while working closely with the centralized IT team at headquarters.

This position requires a well‑rounded technician who can handle daily frontline support while also troubleshooting more complex issues independently and escalating to HQ when appropriate.

Tier 1 & Tier 2 End‑User Support

• Provide frontline (Tier 1) and escalation‑level (Tier 2) technical support for:
  • Windows workstations and laptops
  • Common business applications
  • Printers, peripherals, and mobile devices
• Diagnose and resolve hardware, software, and connectivity issues
• Support new hires with workstation setup, onboarding, and orientation
• Deliver professional, customer‑focused support to users in the branch office

On‑Site IT Support (Remote Office)

• Act as the primary on‑site IT contact for the Wichita Falls office
• Perform basic network troubleshooting:
  • Connectivity issues
  • Cabling and patching
  • Switches and wireless access points
• Coordinate with HQ IT teams for:
  • Infrastructure changes
  • Systemwide issues
  • Escalations beyond branch‑level support
• Maintain local IT equipment, hardware inventory, and spare assets
• Support office expansions, moves, and technology upgrades as needed

Process, Documentation & Teamwork

• Follow established IT procedures, standards, and change controls
• Accurately document work in the ticketing system
• Communicate clearly with HQ IT and local leadership
• Work independently while remaining fully aligned with the IT team

Required Qualifications

• 3+ years of hands‑on IT support experience (Tier 1 and Tier 2)
• Experience supporting Windows desktop and laptop environments
• Strong troubleshooting skills and customer service mindset
• Basic networking knowledge (IP addressing, switches, cabling, Wi‑Fi)
• Experience working with ticketing systems
• Ability to operate independently at a remote site
• Strong communication skills and team‑oriented attitude

Preferred Qualifications

• Experience supporting branch or remote offices
• Familiarity with Microsoft 365 / Entra ID environments
• Basic experience with endpoint management tools
• CompTIA A+, Network+, or equivalent experience