Frontline IT Helpdesk Technician (On-Site)

Crossmark Global Investments, Inc.; Houston, Northern (TX, KY); Hybrid; USD 52,000 - 65,000; Full time

Benefits offered by this job

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Job summary

Crossmark Global Investments is seeking a reliable Helpdesk Technician to support staff in the office and on the road in Houston. You’ll handle first-line IT issues, manage the ticket queue in ManageEngine ServiceDesk, Troubleshoot Windows/M365, and document resolutions to help others learn from issues.

This hands-on role focuses on frontline support, not engineering. You will report to the IT Manager and collaborate with the second technician to ensure coverage during business hours, with

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 and escalated infrastructure issues.
• Support Webex, Zoom, and Microsoft Teams and other meeting tools and devices.
• Reset passwords, unlock accounts, and help with multi-factor authentication.
• Process access requests and complete new-hire and departure tech checklists.
• Install standard software and help users with business apps.
• Support company iPhones and mobile devices.
• Process quarantine and phishing tickets following security process.
• Set up equipment for new employees and handle guest access.
• Provide basic studio/AV support and escalate production issues.
• Track laptop inventory and asset records.
• Document every ticket with problem, actions, and results.

Skills

Windows 10/11

Microsoft 365

Active Directory basics

Citrix Workspace

Ticketing system experience

Phone support

On-site support

Tools

ManageEngine ServiceDesk

Citrix Workspace

Trend Micro PhishER

Office 365

Job description

Crossmark Global Investments is seeking a reliable Helpdesk Technician to support staff in the office and on the road in Houston. You’ll handle first-line IT issues, manage the ticket queue in ManageEngine ServiceDesk, Troubleshoot Windows/M365, and document resolutions to help others learn from issues.

This hands-on role focuses on frontline support, not engineering. You will report to the IT Manager and collaborate with the second technician to ensure coverage during business hours, with