Associate Help Desk Specialist

Hydrogen Group; Houston (TX); On-site; USD 32,000 - 41,000; Full time

Job summary

Hydrogen Group seeks an Associate Help Desk Specialist in Houston, onsite, for an 11-month contract (potential conversion). This role provides first-line technical support to end users primarily by phone, with email support as needed.

Requirements include 1–2 years of technical support experience, LAN/WAN knowledge, and the ability to work after hours and some weekends. W2 payroll applies; pay ranges from $23.50 to $30.50 per hour.

Qualifications

• 1-2 years of technical support experience, including phone-based troubleshooting.
• Associate's degree or equivalent experience.
• HDI Help Desk Certification a plus.

Responsibilities

• Provide first-level technical support via phone and email.
• Troubleshoot and resolve hardware, software, network, and connectivity issues.
• Collaborate with IT teams to deploy hardware, software upgrades, and new equipment.
• Assist with product testing and special projects.
• Document all support interactions and maintain knowledge base.

Job description

Associate Help Desk Specialist

Location: Onsite - Houston, TX

Duration: 11-month contract (potential conversion)

Schedule: Standard working hours (after-hours, weekend, and on-call support required)

Pay Range: $23.50-30.50/hr, W2 only

Summary

Our client is seeking an Associate Help Desk Specialist to serve as the first point of contact for end users needing technical support. This role calls for strong phone etiquette, clear communication, and the ability to resolve both basic and moderately complex technical issues across supported systems. Support is delivered primarily by phone, with additional assistance via email. You will also take part in IT projects and share knowledge across the team.

Job Responsibilities

• Provide first-level technical support via phone and email queues
• Troubleshoot and resolve hardware, software, network, and connectivity issues
• Collaborate with IT teams to deploy hardware, software upgrades, new equipment, and services
• Assist with product testing and special projects
• Contribute to the development and implementation of Support Center processes and procedures

Essential Job Duties and Job Functions

• Install and configure software applications
• Troubleshoot, diagnose, and resolve moderately complex issues, including system access and network-related concerns
• Report hardware, software, network, printer, and telephone issues
• Gather relevant information to identify issues, recommend solutions, or elevate as needed
• Monitor and track ongoing issues, ensuring timely resolution and appropriate escalation
• Follow up with customers to confirm successful issue resolution
• Accurately document all support interactions in the ticketing system
• Maintain and update knowledge base articles, procedures, and documentation
• Support flexible scheduling requirements, including after-hours and on-call support
• Perform additional duties as assigned

Knowledge and Skills

• Understanding of Local Area Networks (LAN) and Wide Area Networks (WAN)
• Experience providing remote support via VPN, Citrix, or wireless connections
• Strong telephone and email etiquette
• Exceptional customer support and interpersonal skills
• Excellent verbal and written communication skills
• Ability to work collaboratively in a team while managing a high workload in a fast-paced environment
• Willingness to work after hours, some weekends, and holidays

Education and Experience

• Associate's degree or equivalent experience
• 1-2 years of technical support experience, including phone-based troubleshooting
• 1-2 years of experience supporting networks and related systems
• STI or HDI Help Desk Analyst Certification a plus