Helpdesk Technician

Recru; Houston (TX); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Recru in Houston is seeking a Helpdesk Technician to provide front-line IT support, resolve issues within SLAs, and ensure a positive user experience.

You will handle hardware, software, and connectivity problems onsite and in hybrid setups, document solutions, and assist with onboarding and offboarding.

Qualifications

• 2+ years of professional IT experience.
• Strong communication skills.
• Customer service mindset.
• Ability to explain technical concepts using simple terms.
• Willingness to learn.
• Proficient with computers and knowledge of Microsoft apps.
• Good organizational skills.
• Able to multitask and prioritize.
• Reliable, professional team player.

Responsibilities

• Respond to IT requests through tickets, email, chat, walk-ins, or phone.
• Provide prompt, customer-focused support and resolution to issues within designated SLAs.
• Troubleshoot and resolve hardware, software, and connectivity problems.
• Escalate complex issues as needed with clear documentation.
• Maintain support documentation and knowledge base entries.
• Accurately track and prioritize issues in the ticketing system.
• Assist with onboarding/offboarding tasks.
• Follow IT processes and security guidelines.

Skills

IT experience

Strong communication

Customer service

Explain technical concepts

Willingness to learn

Microsoft apps

Organizational skills

Multitasking

Team player

Tools

Jira

ServiceNow

Freshdesk

Job description

Helpdesk Technician provides front-line support for technical issues, ensuring timely resolution and positive user experience. Works onsite and hybrid, handling hardware, software, and connectivity problems, and assists with device lifecycle and onboarding tasks.

Key Responsibilities:

• Respond to IT requests through tickets, email, chat, walk-ins, or phone.

• Provide prompt, customer-focused support and resolution to issues within designated SLAs.

• Troubleshoot and resolve hardware, software, and connectivity problems.

• Escalate complex issues as needed with clear documentation.

• Maintain support documentation and knowledge base entries.

• Accurately track and prioritize issues in the ticketing system.

• Assist with onboarding/offboarding tasks.

• Follow IT processes and security guidelines.

Qualifications:

• 2+ years of professional IT experience

• Strong communication skills

• Customer service mindset

• Ability to explain technical concepts using simple terms

• Willingness to learn

• Proficient with computers and knowledge of Microsoft apps

• Good organizational skills

• Able to multitask and prioritize

• Reliable, professional team player

Preferred Skills:

• Familiarity with Windows, Android, and iOS

• Familiarity with cloud only environments

• Familiarity with remote support tools

• Experience with ticketing systems (e.g., Jira, ServiceNow, Freshdesk)

• Certifications like CompTIA A+, Network+, or MS-900 / AZ-900

You have 2+ years IT experience and strong communication. You troubleshoot hardware, software, and connectivity within SLA. You're proficient with Microsoft apps and remote support tools