On-Call IT Operations & End-User Support Specialist

Jobtailor; Missouri City (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Jobtailor seeks an IT Help Desk Technician to acknowledge, troubleshoot, and resolve end-user inquiries within service level guidelines. You will provide onsite or remote desktop support for hardware, software, peripherals, and A/V equipment, and assist with mobile device deployment.

The role requires 1–3 years in IT support, CompTIA A+/ITIL fundamentals, knowledge of Windows AD, SCCM and Intune, and strong problem-solving and communication skills.

Qualifications

• High School Diploma or Equivalency.
• 1-3 years of experience in IT help desk, technical support, or desktop technician role.
• CompTIA A+, CompTIA Sec+, or ITIL Fundamentals certification, or ability to obtain one within the first year of employment.
• May be required to obtain and maintain relevant professional certifications and security clearances based on customer contract needs.
• U.S. Citizenship required due to security clearances.
• Ability to reliably travel to and from assigned worksites and community locations.
• Skilled in imaging PCs, setting up workstations, and supporting end users.
• Knowledge of Windows/Azure Active Directory, Microsoft SCCM, Microsoft Intune, and Microsoft Windows operating systems.
• Knowledge of ticketing systems such as ServiceNow, Remedy, Jira, and Zendesk, and basic ITSM methodologies.
• Skilled in critical thinking and reasoning abilities to solve unique problems.
• Ability to lift or move up to 10 pounds regularly and up to 25 pounds occasionally.
• Associate’s Degree or higher in a field closely related to Computer Technology preferred.
• Skilled with Microsoft Teams, Microsoft SharePoint, and remote desktop control tools preferred.
• Skilled in supporting Microsoft 365, Active Directory, Entra, and common enterprise applications preferred.
• Skilled in project implementation preferred.

Responsibilities

• Acknowledge, troubleshoot, and resolve customer inquiries within established service level guidelines.
• Provide onsite or remote desktop support for hardware, software, peripherals, printers, keyboards, and audio/video equipment.
• Support procurement, configuration, and deployment of company-issued Android and iOS mobile devices.
• Maintain the end-user computing environment, including software delivery and telephony endpoints.
• Assist with accommodation requests and support client hardened environments.
• Track IT assets accurately using asset management suites such as SCCM and/or Microsoft Intune.
• Administer identity management, including account creation, permissions assignment, and account troubleshooting.
• Support a Virtual Desktop Infrastructure platform.
• Provide guidance to entry-level service desk personnel.
• Provide telephony support, including endpoint installation, account management, and reporting administration.
• Create and maintain technical and end-user process documentation.
• Apply information assurance best practices to manage business objectives and risks.
• Ensure compliance with ITIL processes, enterprise standards, and change management procedures.
• Provide after-hours support through an evening and weekend on-call rotation.
• Provide training for Peckham staff and team members.
• Collaborate with Peckham staff, vendor consultants, and contracted customers on projects.
• Maintain quality and safe-work standards and perform other assigned duties.
• Travel occasionally to other local sites, community locations, and vendors, up to 25%.

Skills

Troubleshooting

End-User Support

PC Imaging

Remote Desktop Support

Telephony Support

Asset Management

Identity Management

Project Implementation

Critical Thinking

Documentation

Education

Associate’s Degree or higher in Computer Technology related field

Tools

Microsoft Intune

ServiceNow

Remedy

Jira

Zendesk

Microsoft Teams

Microsoft SharePoint

Virtual Desktop Infrastructure

Audio/Video Equipment

Telephony Endpoints

Job description

Jobtailor seeks an IT Help Desk Technician to acknowledge, troubleshoot, and resolve end-user inquiries within service level guidelines. You will provide onsite or remote desktop support for hardware, software, peripherals, and A/V equipment, and assist with mobile device deployment.

The role requires 1–3 years in IT support, CompTIA A+/ITIL fundamentals, knowledge of Windows AD, SCCM and Intune, and strong problem-solving and communication skills.