IT Helpdesk Engineer (Dallas, USA)

Summary

Andersen is hiring an IT Helpdesk Engineer in Dallas. The role involves supporting workplace infrastructure, resolving incidents, managing hardware, and providing remote and on-site assistance.

The customer is a fast-growing international entertainment brand that blends interactive gaming, cutting-edge technology, and high-end hospitality to create a unique social experience. With a focus on innovation and guest engagement, the company designs immersive venues that combine play, food, and music in a lively atmosphere. Known for its strong culture of creativity and customer service, the brand continues to expand globally, offering memorable experiences that connect people through fun and competition.

The main task is to support workplace infrastructure and end-user services. This role includes remote incident resolution, hardware logistics, and occasional on-site support across U.S. locations.

Responsibilities

• Handling Level 1 and Level 2 IT incidents and service requests related to end-user devices, software access, and workplace tools.
• Providing remote troubleshooting and technical assistance in English.
• Receiving and processing incoming hardware shipments from remote U.S. locations.
• Coordinating with hardware vendors for repairs: initiate RMA, ship faulty equipment, and receive repaired units.
• Maintaining inventory records and ensure proper documentation of hardware lifecycle.
• Traveling to customer offices across the U.S. (average 1 trip/month, 2–3 days) to perform physical tasks such as device installation and replacement, cable management, equipment diagnostics and basic repairs.
• Collaborating with remote L3 engineers during on-site interventions.
• Escalating unresolved issues to L3 support teams in accordance with SLA.
• Ensuring timely and accurate ticket updates in the service desk system.

Requirements

• Experience in IT support or helpdesk roles for 2+ years.
• Familiarity with workplace hardware (laptops, printers, network devices).
• Basic understanding of ITSM tools and ticketing systems.
• Strong communication skills.
• Ability and willingness to travel within the U.S.
• Self-motivated and capable of working independently and collaboratively.
• Level of English – from Upper-Intermediate+ and above.

Reasons to join us

• Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others. Andersen cooperates with such businesses as Samsung, Siemens, Johnson & Johnson, BNP Paribas, Ryanair, Mercedes, TUI, Verivox, Allianz, T-Systems, etc..
• The opportunity to change the project and/or develop expertise in an interesting business domain.
• Job conditions – you can work both fully remotely and from the office or can choose a hybrid variant.
• Guarantee of professional, financial, and career growth! The company has introduced systems of mentoring and adaptation for each new employee.
• The opportunity to earn up to an additional 1,000 USD per month, depending on the level of expertise, which will be included in the annual bonus, by participating in the company's activities.
• Access to the corporate training portal, where the entire knowledge base of the company is collected and which is constantly updated.
• Bright corporate life (parties / pizza days / PlayStation / fruits / coffee / snacks / movies).
• Certification compensation (AWS, PMP, etc).
• Referral program.
• English courses.
• Private health insurance and compensation for sports activities.

Join us!