IT Help Desk Specialist

TransCore, LP; Houston (TX); On-site; USD 42,000 - 66,000; Full time

Job summary

TransCore, LP in Houston, TX is seeking full-time IT Help Desk Specialists to provide exceptional phone and email support for software and hardware issues. You will monitor production systems, coordinate field service, and document issues with clear communication to customers.

Applicants should have 2–3 years in helpdesk, an associate degree in CS or related field, and strong Windows/Microsoft Office knowledge. Flexible shift schedules including evenings/weekends may be required.

Qualifications

• Minimum 2–3 years of helpdesk support experience.
• Associate's degree in computer science or related discipline.
• Strong understanding of help desk principles including documentation and issue ownership.
• Working knowledge of Windows operating systems and Microsoft Office applications.

Responsibilities

• Provide technical support for customers experiencing software or hardware issues.
• Monitor and respond to email/phone communications to acknowledge and address issues.
• Log, track, and document calls; escalate as needed; maintain issue history.
• Collaborate with teams to ensure proper resolution and customer satisfaction.
• Maintain high level of service and meet contractual performance requirements.

Skills

Help desk experience

Customer service

Windows OS

Microsoft Office

Education

Associate's degree in CS or related

Tools

Jira

Job description

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

Summary:

The 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

• Provide technical support regarding our products to our customers experiencing usage or performance-based issues
• 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.
• Handle problem recognition, research, isolation, resolution and follow-up for issues that arise, properly document and escal...
• Log and track calls and maintain history records and related problem documentation.
• Attention to detail both in communications and monitoring requirements for production systems.
• Maintain an exceptional level of service and adhere to contractual customer performance requirement.
• Collaborate with development, deployment, and field support teams to insure proper issue resolution and customer service.
• This position requires a shift-oriented schedule and may involve working day, evening, overnight, weekend, and holiday hours as determined by business requirements.

Requirements and Qualifications:

• Typically requires a minimum of 2 to 3 years of helpdesk support, or equivalent.
• Associate's degree in computer science or related discipline and/or comparable work experience
• Strong understanding of help desk support principles including documentation and issue ownership
• Working knowledge of Windows Operating Systems and Microsoft Office applications
• Excellent customer service skills with a focus on call control, attention to detail, and methodical troubleshooting
• Strong analytical skills and reasoning ability to identified solutions to technical issues
• Ability to effectively communicate technical information to both customers and management in written and verbal form.
• Ability to independently manage your time and handle multiple tasks.
• Flexibility to work extra hours as required.

Preferred:

• A Certified
• Jira
• Familiarity with the tolling industry