Service Desk Agent

PDI Technologies; Houston (TX); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

Market-competitive benefits

Quarterly perks program

Continuous learning opportunities

Leadership development opportunities

Ample time off

Hybrid working arrangements

Job summary

A technology solutions provider is hiring a Service Desk Agent in Houston, Texas. This role involves processing client support issues, managing access to internal systems, and providing hardware and software support. Candidates must have a customer-first mentality, problem-solving abilities, and a high school diploma. The position requires flexibility for shift work to provide 24x7 coverage. The company offers competitive salary and various benefits to ensure a good work-life balance.

Responsibilities

• Process calls, emails, and portal-created tickets.
• Perform initial triage on break/fix issues from clients.
• Document all actions in cases to communicate information.
• Provide end-user support for client-facing tools.
• Provide hardware and software support for users.
• Provision and manage accounts in Active Directory.

Skills

Customer-first mentality

Problem-solving skills

Time-management skills

Communication skills

Hardware troubleshooting

Software troubleshooting

Understanding of Microsoft applications

Understanding of browser troubleshooting

Education

High school diploma or GED

Job description

At PDI Technologies, we empower some of the world's leading convenience retail and petroleum brands with cutting‑edge technology solutions that drive growth and operational efficiency. By “Connecting Convenience” across the globe, we empower businesses to increase productivity, make more informed decisions, and engage faster with customers through loyalty programs, shopper insights, and unmatched real‑time market intelligence via mobile applications, such as GasBuddy. We’re a global team committed to excellence, collaboration, and driving real impact. Explore our opportunities and become part of a company that values diversity, integrity, and growth.

Role Overview

Service Desk Agents are responsible for processing and initial triage of support issues for clients and projects. They support the Service Desk function for desktop and browser support, collect information, apply initial triage to inbound client requests, and provision and manage access to Active Directory, Oracle databases, and internal systems. They support client proprietary equipment, including scripting software updates and patch management. This role requires an ambitious team player with flexibility to work any shift as 24x7 coverage is required.

Key Responsibilities

• Process calls, emails, and portal‑created tickets
• Perform initial triage on break/fix issues from clients
• Follow appropriate triage processes to escalte issues if necessary
• Document all actions in cases to effectively communicate information internally and to clients
• End‑user support for client‑facing tools
• Provide hardware and software support for corporate and retail users
• Configuration and troubleshooting of client proprietary products and services
• Provision and manage accounts in systems such as Active Directory and Oracle databases
• Submit appropriate bug, support, and feature requests
• Attend relevant meetings and take notes as needed
• Provide excellent customer service

Required Qualifications

• Customer‑first mentality with attention to detail
• Excellent problem‑solving skills
• Excellent time‑management and communication skillsAbility to work with a variety of customers and vendors (some technical, some non‑technical)
• Understanding of hardware and software troubleshooting
• Understanding of Microsoft applications
• Understanding of browser troubleshooting
• High school diploma or GED

Applicants must be legally authorized to work in the United States without the need for employer sponsorship, now or in the future. PDI Technologies is unable to offer visa sponsorship for this role.

Benefits

PDI is committed to offering a well‑rounded benefits program, designed to support and care for you and your family throughout your life and career. This includes a competitive salary, market‑competitive benefits, and a quarterly perks program. We encourage a good work‑life balance with ample time off and, where appropriate, hybrid working arrangements. Employees have access to continuous learning, professional certifications, and leadership development opportunities. Our global culture fosters diversity, inclusion, and values authenticity, trust, curiosity, and diversity of thought, ensuring a supportive environment for all.