Job Description
Are you a tech-savvy problem solver looking for an exciting opportunity in the heart of Texas? We are currently seeking a dedicated Help Desk Support Specialist to join our dynamic IT team in Houston, TX. In this pivotal role, you will serve as the first point of contact for our employees, ensuring seamless technology operations and providing top-tier technical assistance.
Our organization prides itself on a collaborative culture and offers a comprehensive benefits package, including health coverage, retirement plans, and continuous professional development opportunities.
Responsibilities
- Provide Tier 1 and Tier 2 technical support via phone, email, and remote access tools (e.g., TeamViewer, LogMeIn).
- Diagnose and resolve complex hardware, software, and network connectivity issues in a timely manner.
- Manage and update the help desk ticketing system (ServiceNow/JIRA) to ensure accurate tracking of all support requests.
- Install, configure, and maintain desktops, laptops, printers, and mobile devices.
- Escalate unresolved issues to Tier 3 engineers or external vendors while keeping users informed.
- Conduct user training sessions on new software applications and security best practices.
- Document all technical interactions and resolutions in the knowledge base.
Qualifications
- Minimum of 2-3 years of professional experience in IT Help Desk or Technical Support.
- Strong knowledge of Microsoft Windows 10/11, Microsoft Office 365, and Active Directory.
- CompTIA A+ certification or equivalent technical experience is highly preferred.
- Excellent verbal and written communication skills with a focus on customer service.
- Ability to troubleshoot basic network issues, including TCP/IP, DNS, and VPN configurations.
- Associate degree in Computer Science, Information Technology, or related field is a plus.
- Ability to work flexible hours, including occasional evenings or weekends.