Job Title : Desktop Technician
Job Location : Houston, TX - Onsite
Job Tenure : 6+ Months contract
Descriptions -
The Help Desk Technician provides support for users experiencing IT-related Incidents and fulfilling Service Requests. They ensure effective and efficient service delivery and a seamless user experience by troubleshooting hardware, software, and network problems. The role is customer-focused and requires a strong understanding of IT systems, problem-solving skills, and the ability to work in a fast-paced environment.
Responsiblities
Provide prompt, friendly, and effective support to customers by phone, email, chat, or in-person
Log, categorize, prioritize and resolve Service Requests and Incidents in the ITSM
Identify, diagnose and resolve hardware and software issues, including Windows and Mac Operating systems, Office 365, and SaaS applications
Onboard and offboard users in Active Directory and other systems in a timely manner in accordance with compliance policies
Proactively identify recurring Incidents for Problem Identification and remediation
Contribute to the internal knowledge base by documenting solutions to common issues, best practices and Help Desk processes
Work closely with other IT teams to resolve complex issues
Maintain accurate inventory of IT assets
Project assignments as requested
Local travel, up to 25% or as needed
Other duties as assigned
Qualifications
At least 1-2 years of experience in an IT Support Help Desk or Service Desk role
Experience with ITSM tools
Experience with remote desktop support tools
Ability to handle multiple tasks effectively, with tact, courtesy, and a high degree of customer service.
Work independently and effectively with minimal direction
Work collaboratively with a team
Strong understanding of Windows and MacOS operating systems
Familiarity with conference room technology
Excellent communication skills (both written and verbal) with the ability to explain technical issues to non-technical users
Education
College Degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
Industry related certifications such as ITIL v4 Foundation, A+, Network+, AZ-900 are preferred