IT Help Desk Support I at TCP Software in San Angelo, TX

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, visit www.tcpsoftware.com or follow us on LinkedIn or Facebook. 

About the Role:

The IT Help Desk Support I technician at TCP Software plays a critical role in ensuring a secure, reliable, and high‑performing technology experience for our workforce. This position supports a modern SaaS‑focused environment that includes cloud platforms, endpoint management, collaboration tools, and customer‑facing systems essential to delivering industry‑leading workforce management solutions.

The technician provides expert‑level troubleshooting, leads root‑cause 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 cloud‑service issues.
• Troubleshoot and resolve complex incidents across Windows, macOS, mobile devices, Office 365, and TCP‑internal platforms
• Manage and prioritize service tickets in line with SLA expectations
• Collaborate with IT Operations, Security, Development, and Product teams on escalations or cross‑functional issues
• Install, configure, and maintain endpoints, peripherals, and collaboration tools used across TCP Software
• Support cloud‑based and hybrid infrastructure, including routine maintenance on systems used internally
• Monitor system performance and proactively identify user‑impacting trends
• Create and maintain documentation, knowledge base articles, and user‑friendly guides
• Deliver IT onboarding sessions and end‑user training on tools and security best practices
• Contribute to IT policy development and continuous‑improvement initiatives
• Manage user accounts, role‑based 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 hybrid‑work collaboration
• Maintain strict adherence to TCP’s security, confidentiality, and data‑handling standards
• Mentor junior help desk staff and contribute to a culture of excellence and teamwork