Senior Help Desk Analyst Jobs in San Angelo, TX (NOW HIRING)

TCP is committed to cultivating a diverse and inclusive team. However, we are not able to sponsor visas for this role. 

About TCP (TimeClock Plus): 
For more than 30 years, TCP has helped organizations engage their people by providing flexible, mobile timekeeping and workforce management solutions. Trusted by tens of thousands of customers and millions of users, TCP delivers best-in-class technology and personalized support to organizations of all sizes in the public and private sector to meet their complex timekeeping, employee scheduling, leave management and other workforce needs. We recently embraced our new, refreshed brand which we feel fully embodies our commitment to innovation while also completing our first acquisition of Humanity, an industry-leading cloud-based scheduling platform. Growth is happening and our vision for a successful future is clear - We'd love for you to join us on this journey! For more information on TCP, visitwww.tcpsoftware.comor follow us onLinkedInorFacebook. 

About the Role:

The IT Help Desk Support technician at TCP Software plays a critical role in ensuring a secure, reliable, and highperforming technology experience for our workforce. This position supports a modern SaaSfocused environment that includes cloud platforms, endpoint management, collaboration tools, and customerfacing systems essential to delivering industryleading workforce management solutions.

The technician provides expertlevel troubleshooting, leads rootcause analysis efforts, and partners closely with internal teams to maintain smooth operations across hardware, software, network, and cloud services. This person also mentors junior technicians, contributes to process maturity, and drives continuous improvement initiatives that elevate IT service delivery across TCP Software.

Responsibilities:

• Provide advanced technical support for hardware, software, network, SaaS applications, and cloudservice issues.
• Troubleshoot and resolve complex incidents across Windows, macOS, mobile devices, Office 365, and TCPinternal platforms
• Manage and prioritize service tickets in line with SLA expectations
• Collaborate with IT Operations, Security, Development, and Product teams on escalations or crossfunctional issues
• Install, configure, and maintain endpoints, peripherals, and collaboration tools used across TCP Software
• Support cloudbased and hybrid infrastructure, including routine maintenance on systems used internally
• Monitor system performance and proactively identify userimpacting trends
• Create and maintain documentation, knowledge base articles, and userfriendly guides
• Deliver IT onboarding sessions and enduser training on tools and security best practices
• Contribute to IT policy development and continuousimprovement initiatives
• Manage user accounts, rolebased access, and permissions in Entra ID and related platforms
• Coordinate with external vendors for escalated support or hardware procurement
• Assist with license audits, asset tracking, and SaaS application compliance
• Support AV setups for internal meetings, company events, and hybridwork collaboration
• Maintain strict adherence to TCP's security, confidentiality, and datahandling standards
• Mentor junior help desk staff and contribute to a culture of excellence and teamwork

Requirements

• 2+ years of experience in help desk or technical support roles, preferably in a SaaS or cloudcentric environment
• Strong knowledge of enterprise hardware, operating systems, and network fundamentals
• Handson experience with Azure Active Directory / Entra ID, user lifecycle management, and MFA/identity security controls
• Proficiency with remotesupport technologies and modern endpointmanagement platforms (e.g., Intune, MDM/MAM)
• Advanced troubleshooting skills for complex workstation, application, and cloudservice issues
• Exceptional communication and customerservice skills supporting a diverse, distributed workforce
• Experience managing ticket queues and working within ITSM frameworks
• Familiarity with audio/visual systems, Zoom / Teams Rooms, and conferenceroom technology
• Knowledge of ITIL practices (preferred)
• Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft rolebased certifications (preferred)
• Strong analytical, organizational, and documentation skills
• Ability to mentor junior staff and support afterhours escalation rotation
• Understanding of datasecurity, privacy, and confidentiality best practices relevant to SaaS organizations

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Benefits

• Competitive salary plus uncapped commission 
• 20 Days of PTO (Paid Time Off) and 13 days of companywide holidays 
• 8 hours to volunteer and impact the community 
• Comprehensive benefits (Health/Dental/Vision/ 401K) 
• The work/life set up you need to be successful. 
• Employee Choice Benefit