Senior IT Support Specialist (Tier 3) - Houston Area

High Sierra Talent LLC.; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

High Sierra Talent LLC seeks a Tier 3 IT Support Specialist based in Houston to provide Level 3 support for desktops, applications, and related technologies. Must live within 1.5 hours drive from Houston and bring 5+ years of technical support experience, plus strong networking knowledge.

The role focuses on incident management, proactive monitoring, ticketing, and collaboration with vendors and stores to resolve issues. Retail/tech background preferred; field-service experience is a plus.

Qualifications

• High School diploma or GED with 3+ years related experience.
• Ability to read and interpret safety rules, maintenance instructions, and procedures.
• Strong customer service and communication skills.

Responsibilities

• Lead on critical customer incidents with clear communication and appropriate escalations.
• Update and standardize Service Desk practices.
• Support POS applications and third-party products with solutions and workarounds.
• Maintain high-level technical operational expertise to understand business needs.
• Create service request tickets in the Ticketing System for all service orders.
• Resolve Service Desk issues with computers, printers, hardware, and applications.
• Provide end-user status updates and escalate issues as needed.
• Monitor systems to identify outages promptly.
• Deliver quality customer service in person, by phone, and by email.
• Record resolutions and report findings to end users and management.
• Assist stores with tickets, billing, refunds issues.
• Provide support guidance to ITS Technicians.
• Coordinate with vendor support to resolve hardware/software problems.

Skills

Remote access

Hardware knowledge

IP addressing

Telephony Wireless

Education

High School diploma or GED

Job description

High Sierra Talent LLC seeks a Tier 3 IT Support Specialist based in Houston to provide Level 3 support for desktops, applications, and related technologies. Must live within 1.5 hours drive from Houston and bring 5+ years of technical support experience, plus strong networking knowledge.

The role focuses on incident management, proactive monitoring, ticketing, and collaboration with vendors and stores to resolve issues. Retail/tech background preferred; field-service experience is a plus.