IT Help Desk Specialist

TransCore; Houston (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

An established industry player is seeking dedicated IT Help Desk Specialists to provide exceptional support in Houston. This role involves addressing customer issues related to software and hardware, ensuring smooth operation of production systems, and maintaining high service levels. Ideal candidates will have a strong background in help desk support, excellent customer service skills, and the ability to communicate technical information effectively. Join a dynamic team where your contributions will make a real difference in customer satisfaction and operational efficiency.

Qualifications

• 2-3 years of helpdesk support experience required.
• Strong understanding of help desk support principles and documentation.

Responsibilities

• Provide technical support for software and hardware issues.
• Monitor communication to address reported issues promptly.
• Collaborate with teams to ensure issue resolution.

Skills

Help Desk Support Principles

Windows Operating Systems

Microsoft Office Applications

Customer Service Skills

Analytical Skills

Technical Communication

Time Management

Troubleshooting

Education

Associate’s Degree in Computer Science

Bachelor’s Degree

Job description

TransCore (TRN), a subsidiary of ST Engineering, is seeking full-time IT Help Desk Specialists to join our team in Houston, Texas.

Job Summary: These positions provide exceptional phone and email support to our customers experiencing software or hardware-related issues within our industry-leading products. Responsibilities include 24hr/7/365 day monitoring and analysis of production systems, dispatch and coordination of field service technicians, research and documentation of identified or reported issues, and professionally written and/or verbal communication with customers (both internal and external).

Essential Duties and Responsibilities include the following. This is not an all-encompassing list; other duties may be assigned.

1. Provide technical support regarding our products to our customers experiencing usage or performance-based issues.
2. Monitor email and phone communication (both internal and external) in order to promptly and properly acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies.
3. Handle problem recognition, research, isolation, resolution and follow-up for issues that arise, properly document and escalate more complex problems to supervisor or technical staff as needed.
4. Log and track calls and maintain history records and related problem documentation.
5. Attention to detail both in communications and monitoring requirements for production systems.
6. Maintain an exceptional level of service and adhere to contractual customer performance requirement.
7. Collaborate with development, deployment, and field support teams to ensure proper issue resolution and customer service.

Education: Associate’s degree in computer science, or related discipline, preferred. Or bachelor’s degree with one year of experience.

Experience: Typically requires a minimum of 2 to 3 years of helpdesk support or equivalent.

Required Skills:

1. Strong understanding of help desk support principles including documentation and issue ownership.
2. Working knowledge of Windows Operating Systems and Microsoft Office applications.
3. Excellent customer service skills with a focus on call control, attention to detail, and methodical troubleshooting.
4. Strong analytical skills and reasoning ability to identify solutions to technical issues.
5. Ability to effectively communicate technical information to both customers and management in written and verbal form.
6. Ability to independently manage your time and handle multiple tasks.
7. Flexibility to work extra hours as required.

Desired Skills:

1. A+ Certified.
2. Familiarity with tolling industry.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.