Senior IT Service Desk Technician — Onsite Support

Blackstone Technology Group; Houston (TX); On-site; USD 45,000 - 70,000; Full time

Job summary

Blackstone Talent Group seeks an IT Service Desk Technician to join our client’s team in Houston. This on-site role provides top-tier support to end users, handling hardware, software, and network issues, while enforcing SLAs and maintaining security.

You will mentor Level 1 technicians, escalate to Level 2 or vendors as needed, and manage tickets from intake to resolution, including mobile device support and MS 365 administration.

Qualifications

• 3-5 years in a technical support or service desk role.
• Experience mentoring, coaching, or serving as an escalation point for junior (Level 1) technicians.
• Experience supporting executive or senior leadership (preferred).
• High degree of customer service focus and strong communication skills.
• Proven ability to troubleshoot and resolve hardware, software, and network issues of moderate complexity, and to recognize when an issue should be escalated to senior staff or engineering.
• Experience in ITSM environment.

Responsibilities

• Serve as an escalation point for Level 1 technicians, resolving hardware, software, and network issues of moderate complexity that have been escalated from the front line.
• Mentor and coach Level 1 technicians - sharing knowledge, reviewing tickets, and helping them build troubleshooting skills.
• Recognize when an issue exceeds Level 2 scope and elevate to senior staff, engineering, or vendors with clear, well-documented handoffs.
• Take ownership of end-user service requests and manage them through resolution, meeting defined priorities and SLAs.
• Respond to queries and service requests through the ticketing system according to established priorities and policies.
• Provide onsite and remote support for end users across multiple work settings and environments.
• Troubleshoot, install, and configure hardware and peripherals such as desktops, laptops, monitors, printers, disk drives, and scanners.
• Install and configure software, apply upgrades and patches, and resolve related problems.
• Support and troubleshoot mobile devices (iOS and Android) within the organization's MDM platform.
• Administer Microsoft 365 (user/license management, Exchange Online, SharePoint/Teams) and assist with Entra ID (Azure AD) tasks.
• Set up and support A/V and conferencing equipment for meetings, training, and Microsoft Teams Rooms.
• Provide attentive support to executive and senior staff, maintaining composure under pressure.
• Perform IT asset tasks - deployment, tracking, maintenance, and decommissioning - following established lifecycle processes.
• Create and maintain IT documentation, including knowledge-base articles that help Level 1 resolve issues independently.

Skills

Customer service

Escalation management

Microsoft 365 admin

Azure AD/Entra ID

ITSM processes

Executive support

Technical documentation

Tools

Intune

Ivanti/MobileIron

SharePoint/Teams

Job description

Blackstone Talent Group seeks an IT Service Desk Technician to join our client’s team in Houston. This on-site role provides top-tier support to end users, handling hardware, software, and network issues, while enforcing SLAs and maintaining security.

You will mentor Level 1 technicians, escalate to Level 2 or vendors as needed, and manage tickets from intake to resolution, including mobile device support and MS 365 administration.