IT Help Desk Specialist - Remote & On-Call Support

The Jupiter Group, Inc; Houston (TX); On-site; USD 42,000 - 58,000; Full time

Job summary

The Jupiter Group, Inc. is seeking a Support Center Specialist to provide first-level technical support by phone and email in a fast-paced environment. You will diagnose hardware, software, and connectivity issues, document interactions, and escalate when needed.

You will collaborate with IT teams on deployments, participate in knowledge sharing, and help maintain and update support processes while delivering professional customer service.

Qualifications

• 1–2 years of technical support experience, including phone-based troubleshooting.
• Experience supporting networks and related systems (LAN/WAN).
• Strong telephone and email etiquette.
• Excellent verbal and written communications.
• Willingness to work after hours, some weekends and holidays.

Responsibilities

• Provide first-level technical support via phone and email queues.
• Troubleshoot and resolve hardware, software, network, and connectivity issues.
• Install and configure software applications.
• Collaborate with IT teams to deploy hardware, software upgrades, new equipment and services.
• Assist with product testing and special projects.
• Accurately document all support interactions in the ticketing system.
• Maintain and update knowledge base articles, procedures, and documentation.
• Follow up with customers to confirm successful issue resolution.
• Support flexible scheduling requirements, including after-hours and on-call support.

Skills

Technical support

Phone-based troubleshooting

Customer service

Remote support

Education

HDI/STI Certification

Tools

VPN

Citrix

Wireless connections

Job description

The Jupiter Group, Inc. is seeking a Support Center Specialist to provide first-level technical support by phone and email in a fast-paced environment. You will diagnose hardware, software, and connectivity issues, document interactions, and escalate when needed.

You will collaborate with IT teams on deployments, participate in knowledge sharing, and help maintain and update support processes while delivering professional customer service.