Help Desk Specialist

The Jupiter Group, Inc; Houston (TX); On-site; USD 42,000 - 58,000; Full time

Job summary

The Jupiter Group, Inc. is seeking a Support Center Specialist to provide first-level technical support by phone and email in a fast-paced environment. You will diagnose hardware, software, and connectivity issues, document interactions, and escalate when needed.

You will collaborate with IT teams on deployments, participate in knowledge sharing, and help maintain and update support processes while delivering professional customer service.

Qualifications

• 1–2 years of technical support experience, including phone-based troubleshooting.
• Experience supporting networks and related systems (LAN/WAN).
• Strong telephone and email etiquette.
• Excellent verbal and written communications.
• Willingness to work after hours, some weekends and holidays.

Responsibilities

• Provide first-level technical support via phone and email queues.
• Troubleshoot and resolve hardware, software, network, and connectivity issues.
• Install and configure software applications.
• Collaborate with IT teams to deploy hardware, software upgrades, new equipment and services.
• Assist with product testing and special projects.
• Accurately document all support interactions in the ticketing system.
• Maintain and update knowledge base articles, procedures, and documentation.
• Follow up with customers to confirm successful issue resolution.
• Support flexible scheduling requirements, including after-hours and on-call support.

Skills

Technical support

Phone-based troubleshooting

Customer service

Remote support

Education

HDI/STI Certification

Tools

VPN

Citrix

Wireless connections

Job description

The Support Center Specialist delivers efficient, accurate, and customer-focused technical support to end users. As the first point of contact, this role requires strong phone etiquette, effective communication, and the ability to resolve both basic and complex technical issues across supported systems. Support is primarily provided via phone, with additional assistance through email. The role also includes participation in IT projects and knowledge sharing within the team.

Key Responsibilities

• Provide first-level technical support via phone and email queues.
• Troubleshoot and resolve hardware, software, network, and connectivity issues.
• Install and configure software applications.
• Collaborate with IT teams to deploy hardware, software upgrades, new equipment and services.
• Assist with product testing and special projects.
• Troubleshoot and diagnose hardware, software, and connectivity issues for end users.
• Troubleshoot, diagnose, and resolve moderately complex technical issues, including system access and network-related concerns.
• Report all hardware, software, network, printer, and telephone issues.
• Maintain and update knowledge base articles, procedures, and documentation.
• 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.
• Contribute to the development and implementation of Support Center processes and procedures.
• Provide timely, professional, and customer-focused service in a fast-paced environment.
• Work collaboratively within a team setting while managing a high workload.
• Support flexible scheduling requirements, including after-hours and on-call support.
• Perform additional duties as assigned.

Qualifications

The successful candidate will meet the following qualifications:

• STI or HDI Help Desk Analyst Certification a plus.
• 1-2 years of technical support experience, including phone-based troubleshooting.
• 1-2 years of experience in the support of networks and related systems.
• Understanding of Local Area Networks (LAN) & 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 communications skills.
• Must be willing to work after hours, some weekends, and holidays.