IT Support Technician

Webtrends; Houston (TX); Hybrid; USD 60,000 - 75,000; Full time

Job summary

Webtrends is seeking an IT Support Technician to serve as the first point of contact for employees experiencing technical issues. The role involves both remote and in-person support, troubleshooting hardware and software, and ensuring day-to-day systems run smoothly.

The ideal candidate will have an associate’s degree in IT or related field (Bachelor’s preferred) and 5 years of IT support experience, with strong knowledge of Windows, Microsoft 365, Active Directory, and basic networking.

Qualifications

• Associate’s degree in IT, Computer Science, or related field; Bachelor’s preferred.

Responsibilities

• Serve as the first line of support via phone, email, or ticketing system.
• Troubleshoot hardware, software, and networking issues promptly.
• Install, configure, and maintain computer systems and peripherals.
• Support user account setup, password resets, and access permissions.
• Maintain IT documentation, asset inventories, and support procedures.
• Assist with system updates, patches, and security monitoring.
• Escalate complex issues to senior IT staff or vendors.
• Provide training and support on technology best practices.

Skills

Customer-focused

Strong problem-solving

Excellent communication

Multitasking under pressure

Patience and professionalism

Education

Associate’s degree in IT / CS

Bachelor’s degree preferred

Tools

Ticketing systems

Remote desktop tools

Active Directory

Job description

We are seeking a dedicated and detail-oriented

Description

We are seeking a dedicated and detail-oriented IT Support Technician to join our team. This individual will be the first point of contact for employees experiencing technical issues and will play a critical role in maintaining smooth day-to-day operations. The IT Support Technician will provide both remote and in-person support, troubleshoot hardware and software issues, and ensure systems are running efficiently.

Requirements

Key Responsibilities

• Serve as the first line of support for IT-related inquiries via phone, email, or ticketing system.
• Troubleshoot and resolve hardware, software, and networking issues in a timely manner.
• Install, configure, and maintain computer systems, mobile devices, and peripheral equipment.
• Support user account setup, password resets, and access permissions.
• Maintain and update IT documentation, asset inventories, and support procedures.
• Assist with system updates, patches, and security monitoring.
• Escalate complex issues to senior IT staff or vendors as necessary.
• Provide training and support to end-users on technology best practices.

Required Skills And Qualifications

• Education/Experience:
  • Associate’s degree in IT, Computer Science, or related field (Bachelor’s preferred).
  • 5 years of experience in IT support or help desk environment.
• Technical Skills:
  • Proficiency with Windows environments.
  • Knowledge of Microsoft 365, Active Directory, and basic networking concepts.
  • Familiarity with ticketing systems and remote desktop tools.
  • Basic understanding of cybersecurity practices.
  • Strong problem-solving and troubleshooting abilities.
  • Excellent communication and interpersonal skills.
  • Ability to multitask and work under pressure.
  • Customer-focused mindset with patience and professionalism.