Desktop Support Technician

Solugenix; Houston (TX); On-site; USD 4,822,000 - 6,199,000; Full time

Job summary

Solugenix is assisting a client in their search for a Desktop Support Technician in Houston, TX. This onsite contract-to-hire role stabilizes the environment, reduces employee friction, and transitions support from project mode to steady-state operations.

Responsibilities include Day 1 support, device refreshes, and remote assistance while maintaining professional, discreet executive support for senior leaders and high-priority users.

Qualifications

• Experience with Windows 10/11 troubleshooting, device setup, imaging, updates and local hardware support.
• Knowledge of Microsoft 365 apps including Outlook, Teams, OneDrive and SharePoint; licensing basics.

Responsibilities

• Provide Day 1 support for devices, access gaps, and application questions.
• Handle open tickets, recurring problems, and unresolved user-impacting items.
• Identify recurring issues and suggest process or documentation improvements.
• Document fixes, FAQs, and troubleshooting steps for the future support team.
• Ensure tickets are properly documented, categorized, assigned, and closed.
• Transition known issues to steady-state support teams.

Skills

Windows support

M365 basics

Intune/Autopilot

Azure AD

Hardware support

Remote support

ITSM / ticketing

Executive support

Day 1 migration

Tools

Ticketing system

Job description

Solugenix is assisting a client, in their search for a Desktop Support Technician. This is a contract to hire opportunity based out of Houston, TX (Onsite).

The Desktop Support Technician will help stabilize the environment, reduce employee friction, and transition support from project/cutover mode into steady-state operations.

Desired Skills & Experience:

• Windows endpoint support Windows 10/11 troubleshooting, device setup, imaging, updates, profiles, and local hardware support.
• Microsoft 365 Outlook, Teams, OneDrive, SharePoint, Office apps, licensing basics, and common user issues.
• Microsoft Intune/Autopilot Device enrollment, compliance status, application deployment awareness, and troubleshooting.
• Entra ID / Azure AD Basic identity, MFA, password reset, account access, and group/license troubleshooting.
• Hardware support Laptops, docks, monitors, headsets, webcams, printers, scanners, and conference room equipment.
• Remote support: Supporting users by phone, Teams, remote assist tools, and ticketing systems.
• Ticketing / ITSM Logging incidents, documenting resolution steps, escalating issues, and tracking trends.
• Executive support: Professional, discreet, calm, and polished support for senior leaders and high-priority users.
• Cutover/migration support: Experience supporting device refreshes, Microsoft 365 migrations, office moves, carve-outs, or Day 1 transition events is strongly preferred.

Required Professional Characteristics:

• White glove mindset: Patient, helpful, polished, and service-oriented.
• Calm under pressure: Able to support users during high-volume Day 1 activity without creating panic or confusion.
• Strong communication: Able to explain technical issues in plain English.
• Ownership mentality: Follows issues through to resolution or clean handoff.

Responsibilities:

• Provide ongoing support for Day 1 issues, device concerns, access gaps, and application questions.
• Work through open tickets, recurring problems, and unresolved user-impacting items.
• Identify recurring issues and recommend process, documentation, or configuration improvements.
• Document common fixes, FAQs, and troubleshooting steps for the future support team.
• Follow up with users to confirm issues are resolved, and the employee experience is improving.
• Assist with replacement laptops, spare device deployment, reimaging, and hardware troubleshooting.
• Address monitor, dock, headset, printer, camera, and conference room issues.
• Continue supporting remote users with device, access, connectivity, and collaboration issues.
• Ensure tickets are properly documented, categorized, assigned, and closed.
• Transition known issues and repeatable resolutions to the steady-state support team.
• Reconcile deployed devices, spare devices, peripherals, and returned equipment.
• Contribute to summary reporting on support volumes, major issues, recurring themes, and stabilization status.

Pay Range for CA, CO, IL, NJ, NY, WA, and DC: $35/hour to $45/hour. Starting rate of pay offered may vary depending on factors including but not limited to, position offered, location, education, training, and/or experience.

Solugenix will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act and Ordinance. Applicants do not need to disclose their criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if we are concerned about conviction that is directly related to the job, applicants will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

About Solugenix

Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance - providing clients with reliability and a strong competitive edge.

Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business—it means having a dedicated ally focused on your success in today's fast-evolving digital world.