Helpdesk Technician

Harris County; Houston (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Harris County, Houston, seeks a Helpdesk Technician to join the IT support team, delivering timely technical assistance to employees, customers, and partners while ensuring reliable IT infrastructure.

You will diagnose hardware, software, and network issues, install and maintain desktops, laptops, printers, and manage user accounts and security. Strong customer service and documentation skills are essential.

Qualifications

• High School Diploma or GED equivalent from an accredited educational institution.
• Experience in a technical support role or similar position, with a demonstrated ability to resolve IT issues effectively.
• Experience in installing, configuring, and utilizing PC compatible computer hardware and software, including MS Windows and MS Office.
• Experience in end-user training or support.

Responsibilities

• Provide technical support to end-users via phone, email, or in person, resolving issues promptly and effectively.
• Diagnose and troubleshoot hardware, software, and network problems, implementing timely solutions to minimize downtime.
• Install, configure, and maintain desktops, laptops, printers, and other peripheral devices, ensuring optimal performance and reliability.
• Collaborate with team members to assist in the setup and maintenance of user accounts, access permissions, and security protocols.
• Escalate complex technical issues to senior technicians or system administrators, providing detailed information and recommendations for resolution.
• Document support interactions, solutions provided, and troubleshooting procedures, maintaining accurate records for future reference.
• Conduct routine maintenance tasks and updates on network infrastructure components to ensure optimal performance and security.
• Assist in the planning and implementation of IT projects and initiatives, contributing valuable insights and technical expertise.
• Stay informed about technological advancements and best practices in IT support, actively participating in professional development activities and knowledge sharing sessions.
• Foster positive relationships with end-users, customers, and partners, delivering superior customer service and support experiences.

Skills

Customer service

Troubleshooting

Verbal and written communication

Team collaboration

Leadership

Time management

Ability to lift 50lbs

Education

High School Diploma or GED

Associates Degree in Computer Science or related field

A+ Certification

Tools

MS Windows

MS Office

Job description

As a Helpdesk Technician, you will play a crucial role in our IT support team, providing technical assistance and support to our employees, customers, and partners in a timely and professional manner. This position is ideal for individuals with prior experience in IT support who are looking to further develop their skills and contribute to a dynamic work environment. You will have the opportunity to utilize your expertise in troubleshooting hardware and software issues, ensuring the efficient operation of our organization's IT infrastructure while delivering exceptional customer service.

Duties and Responsibilities

• Provide technical support to end-users via phone, email, or in person, resolving issues promptly and effectively.
• Diagnose and troubleshoot hardware, software, and network problems, implementing timely solutions to minimize downtime.
• Install, configure, and maintain desktops, laptops, printers, and other peripheral devices, ensuring optimal performance and reliability.
• Collaborate with team members to assist in the setup and maintenance of user accounts, access permissions, and security protocols.
• Escalate complex technical issues to senior technicians or system administrators, providing detailed information and recommendations for resolution.
• Document support interactions, solutions provided, and troubleshooting procedures, maintaining accurate records for future reference.
• Conduct routine maintenance tasks and updates on network infrastructure components to ensure optimal performance and security.
• Assist in the planning and implementation of IT projects and initiatives, contributing valuable insights and technical expertise.
• Stay informed about technological advancements and best practices in IT support, actively participating in professional development activities and knowledge sharing sessions.
• Foster positive relationships with end-users, customers, and partners, delivering superior customer service and support experiences.

Harris County is an Equal Opportunity Employer

Education and Experience

• High School Diploma or GED equivalent from an accredited educational institution.
• Experience in a technical support role or similar position, with a demonstrated ability to resolve IT issues effectively.
• Experience in installing, configuring, and utilizing PC compatible computer hardware and software, including MS Windows and MS Office.
• Experience in end-user training or support.

Knowledge, Skills and Abilities

• Familiarity with basic networking concepts and protocols.
• Strong leadership skills.
• Ability to work under stress and manage multiple projects simultaneously.
• Excellent verbal and written communication skills.
• Excellent customer service skills and ability to handle customers politely and courteously.
• Excellent analytical, decision-making, and organizational skills.
• Ability to advance at designated career development pace.
• Ability to expand technical skills through personal study or outside schooling when necessary.
• Ability to work in a team environment and independently.
• Ability to act as a role model for professionalism.
• Ability to lift and move a minimum of fifty pounds (50lbs).
• Ability to train others.li>Ability to work under strict time constraints, prioritize work, and meet deadlines.
• Eligibility for employment in the United States.

NOTE

Qualifying education, experience, knowledge and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.

• Associates Degree in Computer Science or a related field of study preferred.
• A+ Certification is preferred.

Position Type and Typical Hours of Work

• Regular Full-time
• Monday – Friday | 8:00 a.m.- 5:00 p.m.
  • Hours subject to change.
  • Salary is based on 26 pay periods

Employment is contingent upon passing a background check and drug screen. Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.