Desktop Support Tech

ClearpointCo.; Houston (TX); On-site; USD 74,501,000 - 85,962,000; Part time

Job summary

ClearpointCo. is seeking a Desktop Support Tech in Houston to provide user support for company applications and platforms. The role includes troubleshooting, remote and on-site assistance, and guidance to staff on software usage.

Responsibilities include system updates, ticketing, onboarding new employees, and problem-solving to ensure a positive user experience. Experience with Windows 10/11, Active Directory, and VPN is expected.

Qualifications

• 3+ years of desktop support experience.
• Certifications: CompTIA A+, Network+, Microsoft CDST.
• Proven experience with ticketing systems (e.g., Zendesk, ServiceNow).
• Strong knowledge of Windows, macOS, and basic Linux.

Responsibilities

• Provide remote and on-site support and guide users through solutions.
• Train staff on software and IT resources.
• Perform system updates and patches for security and performance.
• Respond to tickets promptly and maintain records in the ticketing system.
• Collaborate with IT teams to resolve complex issues and escalate when needed.
• Assist with onboarding new employees and setting up desktops and accounts.

Skills

Troubleshooting

Customer service

Communication

Teamwork

Time management

Remote support

Attention to detail

Education

CompTIA A+

CompTIA Network+

Microsoft CDST

Tools

Active Directory

Group Policy

VPN

Office 365

Zendesk/ServiceNow

Job description

Title: Desktop Support Tech

Location: Houston, Texas

Type: Contract to Hire (6 Months)

Hourly Rate: $26.00 - $30.00 Per hour

Summary:

The Desktop Support will provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on appropriate action.

Duties:

• Provide remote and on-site technical support and walk users through step-by-step solutions.
• Provide training and guidance to staff on the effective use of software and IT resources.
• Perform system updates and software patches to ensure optimal performance and security.
• Provide excellent customer service and ensure a positive user experience.
• Contribute to continuous improvement by identifying trends in recurring issues and recommending solutions
• Provide technical support to end users for desktop hardware, software, and peripherals.
• Diagnose and resolve technical issues related to desktop systems, applications, and network connectivity in a Windows 10/11 environment.
• Install, configure, and maintain desktop hardware and software systems.
• Troubleshoot and resolve issues with printers, scanners, and other office equipment.
• Respond to support tickets and resolve issues in a timely and professional manner.
• Maintain accurate records of support requests and resolutions in a ticketing system.
• Collaborate with other IT team members to resolve complex technical issues.
• Escalate unresolved issues to higher-level support or IT teams.
• Assist with onboarding new employees, including setting up desktops, user accounts, and necessary software.
• Ability to work independently and as part of a team.
• Experience with remote desktop support tools.
• Knowledge of security best practice for desktop systems.
• Experience with computer hardware setup, configuration, and troubleshooting.
• Familiarity with network configurations and troubleshooting.
• Excellent problem-solving and troubleshooting skills.
• Strong communication skills and the ability to interact with users at all levels.
• Ability to prioritize tasks and manage time effectively.
• Strong oral and written communication skills
• Strong learning skills
• Customer service oriented
• Problem analysis
• Problem-solving
• Adaptability
• Ability to work and collaborate within a team
• Planning and organizing
• Attention to detail
• Ability to multitask and work in a high-paced manufacturing environment.

Requirements:

• 3+ Years of Desktop Support experience
• Experience with Active Directory, Group Policy, and VPN solutions.
• Knowledge of cloud platforms (e.g., Office 365, Oracle Cloud).
• Understanding basic IT networking concepts (TCP/IP, DNS, DHCP, VPN).
• Relevant certifications (CompTIA A+, Network +, Microsoft Certified Desktop Support Technician).
• Proven experience as a Desktop Support Technician or in a similar IT support role.
• Strong knowledge of desktop operating systems (Windows, macOS, Linux, etc.) and common software applications (Microsoft Office, email, etc.).
• Prior experience with helpdesk ticketing systems (e.g., Autotask, Zendesk, ServiceNow, Freshdesk) is a plus.