Frontline IT Helpdesk Technician

Crossmark Global Investments; Houston (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Matching charitable contributions

Paid Volunteer Time Off

Mission trips

Job summary

Crossmark Global Investments seeks a reliable Helpdesk Technician to support employees in the office and on the road. You will be the go-to for day-to-day IT issues, handling tickets, troubleshooting PCs/printers, email problems, scheduling meetings, remote desktop/Citrix support, and documenting resolutions.

This hands-on role focuses on frontline support with regular hours in-office, reporting to the IT Manager with a dotted line to the COO, and occasional after-hours coverage.

Qualifications

• 1–3 years of helpdesk, service desk, or desktop support experience.
• Experience using a ticketing system.
• Working knowledge of Windows 10/11 and Microsoft 365.
• Clear written and spoken communication. Comfortable calling users and working at their desk.
• Ability to lift and move typical office equipment (monitors, docks, printers).
• Citrix Workspace or other virtual desktop support.
• Webex, Zoom, or similar meeting and phone tools.
• Active Directory basics (unlock, password, group access).
• iPhone or mobile-device management support.
• Comfortable tracking equipment inventory and asset records.
• Printer and conference-room troubleshooting.
• Ability to work on-site in Houston during regular business hours.

Responsibilities

• Work incoming helpdesk tickets from email, phone, and walk-up.
• Support Windows PCs, laptops, monitors, docks, printers, and standard office equipment.
• Troubleshoot Microsoft 365 and Outlook — email, calendar, shared mailboxes, and distribution lists.
• Provide first-line remote desktop / Citrix support (install, login, disconnects) and escalated infrastructure issues (Citrix farm, firewall, and GPO issues).
• Support Webex, Zoom, and Microsoft Teams and other meeting tools, including conference-room displays and audio, and the Citrix VDI plugin used to join meetings from a virtual desktop.
• Reset passwords, unlock accounts, and help with multi-factor authentication (Duo).
• Process access requests and complete new-hire and departure technology checklists using onboarding/offboarding templates.
• Install standard software and help users with everyday business applications (e.g., Salesforce, SharePoint, 1Password, and other line-of-business apps).
• Support company iPhones and mobile devices.
• Process quarantine and reported-phishing tickets (Trend Micro / PhishER / KnowBe4) following the published security process.
• Set up equipment for new employees and handle guest or visitor access.
• Provide basic Studio/AV support -- recording equipment, microphones, and cameras -- escalating complex production issues as needed.
• Track and maintain laptop inventory: assignments, stock levels, and returns or reallocation during onboarding and offboarding.
• Document every ticket: the problem, what you did, and the result.

Skills

Helpdesk experience

Customer communication

On-site support

Ticketing system experience

Phone support

Inventory management

Remote/Desktop support basics

Tools

ManageEngine ServiceDesk

Citrix Workspace

Active Directory

Microsoft 365

Webex/Zoom

Trend Micro/PhishER/KnowBe4

Job description

Crossmark Global Investments seeks a reliable Helpdesk Technician to support employees in the office and on the road. You will be the go-to for day-to-day IT issues, handling tickets, troubleshooting PCs/printers, email problems, scheduling meetings, remote desktop/Citrix support, and documenting resolutions.

This hands-on role focuses on frontline support with regular hours in-office, reporting to the IT Manager with a dotted line to the COO, and occasional after-hours coverage.