Onsite IT Support Technician (Houston) - ServiceNow Pro

Sungrow USA Corporation; Texas; On-site; USD 50,000 - 65,000; Full time

Job summary

Sungrow North America in Houston is seeking an IT Support Technician to serve as the first line of help for employees, handling desktop, laptop, and device issues. The role focuses on efficient ticketing, onboarding/offboarding, and ensuring access to tools and systems needed for daily work.

You will work on-site at the Houston office (80-100% of time), collaborate with senior IT staff, help maintain documentation, and contribute to IT policy improvements while delivering prompt, user-friendly

Qualifications

• 1+ years IT support or service desk experience.
• Proficient in Windows OS and Microsoft 365.
• Experience with ServiceNow or similar ITSM.
• Familiar with troubleshooting hardware for computers, mobile devices, printers and barcode scanners.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with user account management in AD/Entra ID/Okta or similar systems.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and handle complex technical issues.

Responsibilities

• Serve as the first point of contact for IT support requests via ticketing system, chat, phone, and email.
• Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, and other IT equipment.
• Diagnose, troubleshoot, and resolve hardware and software issues; manage ServiceNow tickets from intake to closure.
• Monitor and prioritize incoming service requests, ensuring timely IT support.
• Conduct onboarding and offboarding activities for employees, including access management.
• Maintain and update IT documentation, escalation paths, knowledge base articles, and SOPs.
• Track and report on SLAs, ticket volume, and resolution metrics.
• Maintain hardware/software inventory, licensing, and asset records.
• Support and optimize ServiceNow platform and stay current with new features.
• Assist with IT policies, procedures, and best practices.

Skills

Windows OS

Microsoft 365

ServiceNow ITSM

Hardware troubleshooting

Networking fundamentals

Active Directory / Entra ID / Okta

Communication skills

Stress management

Education

Associate or Bachelor degree in Information Technology

Tools

Active Directory

Entra ID

Okta

Job description

Sungrow North America in Houston is seeking an IT Support Technician to serve as the first line of help for employees, handling desktop, laptop, and device issues. The role focuses on efficient ticketing, onboarding/offboarding, and ensuring access to tools and systems needed for daily work.

You will work on-site at the Houston office (80-100% of time), collaborate with senior IT staff, help maintain documentation, and contribute to IT policy improvements while delivering prompt, user-friendly