Information Technology Support Specialist

High Sierra Talent LLC.; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

High Sierra Talent LLC seeks a Tier 3 IT Support Specialist based in Houston to provide Level 3 support for desktops, applications, and related technologies. Must live within 1.5 hours drive from Houston and bring 5+ years of technical support experience, plus strong networking knowledge.

The role focuses on incident management, proactive monitoring, ticketing, and collaboration with vendors and stores to resolve issues. Retail/tech background preferred; field-service experience is a plus.

Qualifications

• High School diploma or GED with 3+ years related experience.
• Ability to read and interpret safety rules, maintenance instructions, and procedures.
• Strong customer service and communication skills.

Responsibilities

• Lead on critical customer incidents with clear communication and appropriate escalations.
• Update and standardize Service Desk practices.
• Support POS applications and third-party products with solutions and workarounds.
• Maintain high-level technical operational expertise to understand business needs.
• Create service request tickets in the Ticketing System for all service orders.
• Resolve Service Desk issues with computers, printers, hardware, and applications.
• Provide end-user status updates and escalate issues as needed.
• Monitor systems to identify outages promptly.
• Deliver quality customer service in person, by phone, and by email.
• Record resolutions and report findings to end users and management.
• Assist stores with tickets, billing, refunds issues.
• Provide support guidance to ITS Technicians.
• Coordinate with vendor support to resolve hardware/software problems.

Skills

Remote access

Hardware knowledge

IP addressing

Telephony Wireless

Education

High School diploma or GED

Job description

Must live within 1.5 hours drive from Houston.

We are seeking a Tier 3 IT Support Specialist based in Houston to provide Level 3 support to internal and external customers in resolving issues with computers, applications, and related technologies. Successful candidates must have Networking experience. A BIG plus for a candidate would be someone who has field tech and field service experience.

Key Responsibilities

• Take the lead on critical customer incidents associated with customer communication, activities, and any appropriate escalations
• Ensure that Service Desk practices are updated and standardized
• Provides support in the use of POS applications or related third-party products by providing solutions, workarounds, and advice promptly.
• Support business partners by proactively maintaining high-level technical operational expertise and understanding of business needs.
• Creates service request tickets for all service request orders via Ticketing System.
• Resolves Service Desk requests with computers, printers, hardware, and applications.
• Provides status updates to end users while escalating issues appropriately
• Monitor systems to identify outages promptly.
• Provides quality customer service in person, by phone, and by e-mail.
• Record and report on resolving technical issues to end users and management as needed.
• Assists stores with reconciling tickets, accounting, billing, payment, and refund issues.
• Provide exceptional customer support guidance to ITS Support Technicians.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment, software, and peripherals.

Knowledge Requirements

• Remote access software
• Broad knowledge of hardware and software systems
• Good working knowledge of IP addresses
• Telephony, Internet and wireless

Professional Experience

• 5+ years of technical support experience
• 5+ year customer service experience
• Retail and/or Technology background preferred
• Experience with supporting IT projects

Education/Training

• High School diploma or general education degree (GED), three years or more related experience or training, or equivalent combination of education and experience.
• Ability to read and interpret reports and documents such as safety rules, maintenance instructions, and procedure manuals.
• Ability to prepare reports and correspondence