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IT Support / Helpdesk Associate

5 Days ago • All levels • Administrative • Operations

Job Summary

Job Description

The IT Support/Helpdesk Associate role at realworld one involves supporting the team and customers across the Americas, primarily in North America. Responsibilities include setting up and configuring MR equipment, providing first-level technical support, managing inventory, assisting Windows users, and conducting onsite workshops. The position requires strong IT knowledge, excellent communication skills, and a customer-focused approach. This part-time, hybrid role requires occasional on-site presence in Frisco, TX, and is ideal for a college student.
Must have:
  • MR/VR/AR hardware knowledge
  • Technical troubleshooting skills
  • Excellent communication skills
  • Customer service orientation
  • Inventory management
  • Windows user support

Job Details

As an IT Support / Helpdesk Associate at realworld one, you will play a crucial role in supporting our team and customers across the Americas, with a primary focus on North America. You’ll manage Mixed Reality (MR) equipment setup, troubleshoot technical issues, and facilitate hands-on workshops. Committed to meeting our high standards of excellence and quality, you will perform at your best, maintain a strong focus on exceeding customer expectations, and represent realworld one with professionalism and dedication. 
 
With a commitment to delivering outstanding service, you'll ensure smooth operations, foster trusted relationships, and embody realworld one's values in every internal and external interactions. 

This is a remote role, but will occasionally require onsite presence in Frisco, TX. Therefore, candidates must be located in the North Dallas / Frsico / Plano / Denton area.

Your Responsibilities

    • Set up, configure, and ship MR equipment and hardware systems to customers, ensuring timely and accurate delivery. 
    • Provide first-level technical support to employees and external customers, addressing inquiries and resolving issues promptly to maintain smooth operations. 
    • Meticulously maintain and organize inventory of all hardware and MR equipment, ensuring optimal stock levels and readiness for deployment. 
    • Assist Windows users with technical support, troubleshoot issues, and perform account maintenance as needed. 
    • Conduct onsite workshops with customers focused on hardware installation and usage, building relationships, ensuring customer satisfaction, and representingrealworld one with professionalism and dedication. 

Qualifications

    • Currently enrolled as a sophomore or junior in a degree program and available for part-time work during the academic year. 
    • Strong understanding of IT technologies, with a keen interest in MR/VR/AR and hardware systems. 
    • Friendly, customer-focused personality committed to delivering high-quality service, exceeding customer expectations, and representingrealworld one's values with professionalism. 
    • Excellent organizational abilities with an independent and proactive working style. 
    • Highly motivated with a hands-on mentality, eager to contribute to a dynamic team focused on excellence and quality. 
    • Strong communication and customer interaction skills, with the ability to build lasting relationships, ensure customer satisfaction, and represent realworld one positively in customer interactions. 

About realworld one 
realworld one's mission is to accelerate advancements in the life sciences community by providing the best extended reality solutions. Our customers include several major, well-known companies such as Lonza, Sartorius, Cytiva, ZEISS, Bio-Rad, Agilent Technologies, Beckman Coulter Life Sciences, QIAGEN, Hologic, and GEA Group. 

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About The Company

realworld one is the global leader in enterprise virtual (VR) and augmented reality (AR) software solutions, focusing on the life sciences, analytical, diagnostics and medical, pharmaceutical, chemical and processing industries. 

  

realworld one’s customers include several major, well-known companies such as Lonza, Illumina, ZEISS, Bio-Rad, Agilent Technologies, Beckman Coulter Life Sciences, Becton Dickinson, QIAGEN, Hologic, GEA Group, Leica Microsystems, and Tecan among many others.

  

With its comprehensive scientific and industry expertise, realworld one has developed a systematic approach to implementing VR and AR within the areas of sales and marketing, service and support, research and development, as well as manufacturing and production. 

  

At present, the company employs more than 300 people at its headquarters in Freiburg im Breisgau (Germany) and at other locations in Berlin (Germany), San Diego (USA), Austin (USA), Bangalore (India), and Guangzhou (China).

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