Information Technology Support Specialist

OculusIT; Houston (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Oculusit is seeking an IT Support Specialist with a strong networking background to join our IT team in Houston. The role focuses on first- and second-level end-user support, resolving hardware, software, account, and connectivity issues while applying solid networking fundamentals.

You’ll troubleshoot switches, Wi‑Fi, and VPN connectivity, escalate complex cases with clear diagnostics, and assist with routine maintenance and security tasks. On-site work required.

Qualifications

• 1-2+ years in help desk or desktop/technical support.
• Solid networking fundamentals: TCP/IP, DNS, DHCP, VLANs, subnetting, Wi-Fi.
• Ability to diagnose connectivity with ping/traceroute and basic switch/AP interfaces.
• Experience with Windows and/or macOS and common productivity software.

Responsibilities

• Be the first point of contact for end-user IT support via phone, email, and ticketing.
• Triage network-related user issues (Wi-Fi drops, VPN failures, slow connections) before escalation.
• Support and maintain user accounts and access management (Active Directory, VPN).
• Assist with basic network device troubleshooting and coordinate with senior staff.
• Perform basic patch cabling, network drops, and equipment moves/adds/changes.
• Monitor network and system alerts; document and escalate per procedures.
• Image, configure, and deploy workstations, laptops, and mobile devices.
• Maintain tickets and asset records; assist with firmware updates and reboots.
• Participate in on-call or rotating support schedule as needed.
• Follow IT security best practices and escalate potential incidents promptly.

Skills

Networking fundamentals

VPN troubleshooting

Active Directory

Hardware troubleshooting

Customer service mindset

Windows environment

MacOS familiarity

Ticket handling

Education

Associate's degree in IT or related field

CompTIA Network+ certification

CompTIA A+ certification

Tools

ServiceNow

Freshservice

ConnectWise

VPN clients

Job description

We are looking for a IT Support Specialist with a strong background in networking to join our IT team. This role

is primarily focused on providing first- and second-level support to end users — resolving hardware, software, account, and connectivity issues — but we need someone whose networking knowledge goes well beyond the basics. You'll be the person who can quickly tell whether an issue is a workstation problem or a network problem, troubleshoot switches, Wi‑Fi, and VPN connectivity alongside standard desktop support, and elevate complex network issues to senior engineers with clear, accurate diagnostics already in hand.

Key Responsibilities:

• Serve as the first point of contact for end-user IT support via phone, email, and ticketing system, resolving hardware, software, account, and connectivity issues.
• Triage and troubleshoot network-related user issues (Wi‑Fi drops, VPN failures, slow connections, port/switch issues) before escalating, using solid networking fundamentals rather than guesswork.
• Support and maintain user account and access management (Active Directory, VPN, Wi‑Fi onboarding).
• Assist with basic network device troubleshooting — switches, access points, patch panels — and coordinate with senior network staff on more complex issues.
• Perform basic patch cabling, network drops, and equipment moves/adds/changes.
• Monitor and respond to network and system alerts relevant to end-user impact; document and elevate per established procedures.
• Image, configure, and deploy workstations, laptops, and mobile devices.
• Maintain accurate documentation of tickets, network configurations touched, and asset records.
• Assist with routine maintenance tasks such as firmware updates, backups, and scheduled reboots.
• Participate in an on‑call or rotating support schedule as needed.
• Follow IT security best practices and elevate potential security incidents promptly.
• Work any day of the week or hours as assigned.

Required Qualifications:

• 1-2+ years of experience in a help desk, desktop support, or technical support role.
• Strong, hands‑on understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, subnetting, and Wi‑Fi troubleshooting — not just conceptual knowledge.
• Demonstrated ability to troubleshoot connectivity issues using tools like ping, traceroute, and basic switch/AP interfaces.
• Familiarity with Windows and/or macOS environments and common productivity software.
• Strong troubleshooting skills and a methodical, detail‑oriented approach to problem‑solving.
• Clear written and verbal communication skills, with a customer‑service mindset.
• Ability to lift/move equipment up to 50 lbs and work occasionally under desks, in server rooms, or in wiring closets.

Preferred Qualifications:

• CompTIA Network+ certification (strongly preferred) and/or CompTIA A+.
• Exposure to Cisco, Ubiquiti, Meraki, or similar networking hardware in a production environment.
• Associate's degree or coursework in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• Experience with ticketing systems (e.g., ServiceNow, Freshservice, ConnectWise) and remote support tools.
• Basic scripting or automation exposure (PowerShell, Python) is a plus, not required.