Job Description
Join our elite IT support team in Houston and become the backbone of our digital transformation! We're seeking a Senior Help Desk Support Specialist to deliver exceptional technical assistance to Fortune 500 clients. Enjoy a premium compensation package, cutting-edge tools, and opportunities for rapid career advancement in one of America's fastest-growing tech hubs.
As a key member of our infrastructure team, you'll troubleshoot complex systems, implement security protocols, and drive user satisfaction to new heights. We invest heavily in your professional development through certifications, mentorship programs, and access to industry-leading training resources.
Responsibilities
- Provide Tier 2/3 technical support for 500+ enterprise users across multiple platforms
- Diagnose and resolve hardware, software, and network issues with 95% first-contact resolution
- Document all incidents, changes, and solutions in ServiceNow with precision
- Implement proactive monitoring and preventative maintenance strategies
- Collaborate with network engineers to optimize system performance
- Train junior staff on advanced troubleshooting methodologies
- Lead major system upgrades and migration projects
Qualifications
- 5+ years of enterprise-level help desk experience with Windows/Linux environments
- CompTIA Network+ and Security+ certifications (or equivalent)
- Expert knowledge of Active Directory, SCCM, and PowerShell scripting
- Proven experience with Service Desk tools (ServiceNow preferred)
- Strong background in VoIP systems and cloud collaboration tools
- Ability to manage high-pressure escalations with executive stakeholders
- Relevant bachelor's degree in IT or related field