IT Help Desk Specialist

TransCore; Houston (TX); On-site; USD 55,000 - 65,000; Full time

Job summary

TransCore is seeking full-time IT Help Desk Specialists to provide exceptional phone and email support in Houston, Texas. Successful candidates will work with internal and external customers to troubleshoot software and hardware-related issues while collaborating with technical teams. The role requires excellent analytical and communication skills, alongside relevant educational and professional experience.

Qualifications

• Minimum 2-3 years of helpdesk support or equivalent experience.
• Strong understanding of technical support & documentation.
• Flexibility to work extra hours as required.

Responsibilities

• Provide technical support to customers experiencing usage or performance-based issues.
• Monitor communication to quickly address hardware/software issues.
• Log and track calls while documenting problem solutions.

Skills

Help Desk Support Principles

Customer Service

Analytical Skills

Windows Operating Systems

Microsoft Office

Education

Associate’s degree in computer science

Tools

Jira

A+ Certification

Job description

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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.

• 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 escalate more complex problems to supervisor or technical staff as needed.
• 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.
  
  

Education: Associate’s degree in computer science or related discipline and/or comparable work experience.

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

Required Skills

• 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.
  
  

Desired Skills

• A+ Certified
• Jira
• Familiarity with the tolling industry

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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