Services Desk Technician I

Rimkus

Houston (TX)

On-site

USD 42,000 - 65,000

Full time

11 days ago

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Benefits offered by this job

Health Plan (Medical, Dental & Vision)

401k/IRA

Life Insurance

Paid Time Off

Family Leave

Disability Coverage

Training & Development

Job summary

Rimkus is seeking an IT Help Desk/Desktop Support professional in Houston to provide first-line technical support for employees, handling hardware, software, and connectivity issues across Windows devices and Microsoft 365.

You will manage account access, assist with password resets, and escalate complex problems to Tier 2. The role emphasizes customer-focused service, security best practices, and collaboration with IT teams.

Qualifications

Associate degree in Information Technology or related field; equivalent combination of education and experience may be considered.
2-3 years of experience in a Service Desk/Help Desk/Desktop Support role.
CompTIA A+ certification is required.
ITIL 4 Foundation certification preferred.
Microsoft certifications (e.g., MCSE/Microsoft 365) are assets.
Experience supporting Windows operating systems and general computer hardware/software.
Working knowledge of Active Directory and user account administration.
Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and network connectivity troubleshooting.
Experience troubleshooting laptops, desktops, monitors, printers, and other peripherals.
Experience using an IT service management or ticketing system.
Able to explain technical information clearly to users with varying knowledge.
Eligibility to work in the United States.
Experience with VDI/remote desktop or endpoint management tools is an asset.

Responsibilities

Provide first-level technical support to employees by phone, email, chat, and the IT ticketing system.
Troubleshoot and resolve hardware, software, OS, printing, and connectivity issues.
Support Windows laptops/desktops/monitors/printers/mobile devices and other IT equipment.
Assist users with passwords, access, permissions, and basic Active Directory tasks.
Troubleshoot VPN, Wi-Fi, and remote access connectivity.
Install, configure, update, and maintain computers and software.
Create and maintain IT support tickets with troubleshooting notes and resolutions.
Escalate complex issues to Tier 2 or other teams as needed.
Follow IT security policies and procedures.

Skills

IT Support

Windows OS

Microsoft 365

Active Directory

VPN Troubleshooting

Ticketing System

Customer Service

Communication

Problem Solving

Security Best Practices

Education

Associate degree in IT

Job description

Join Rimkus and unlock your potential with endless opportunities for growth, learning, and making a difference!

Rimkus is a worldwide leader in Engineering and Technical Consulting. Rimkus experts specialize in building envelope, engineering, forensic consulting, dispute resolution, construction management services, and solutions built for the environment.

NOW IS THE TIME to join this growing and stable company!

Duties and Responsibilities

Provide first-level technical support to employees by phone, email, chat, and through the IT ticketing system.
Troubleshoot and resolve common hardware, software, operating system, printing, and connectivity issues.
Support Windows laptops, desktops, monitors, printers, mobile devices, and other IT equipment.
Provide support for Microsoft 365 applications, including Outlook, Teams, Word, Excel, and OneDrive.
Assist users with password resets, account access, permissions, and basic Active Directory tasks.
Troubleshoot VPN, Wi-Fi, network connectivity, and remote-access issues.
Install, configure, update, and maintain computers, software, and peripheral equipment.
Create, update, and maintain IT support tickets with accurate troubleshooting notes and resolution details.
Escalate issues that cannot be resolved at Tier 1 to the appropriate Tier 2, infrastructure, security, or application support teams.
Follow established IT support procedures, standards, and security policies.
Assist with new employee onboarding, including computer setup, software installation, account access, and equipment preparation.
Assist with employee offboarding by collecting equipment and following established account and access procedures.
Maintain accurate IT asset and equipment records.
Contribute to and maintain the IT knowledge base and support documentation.
Participate in IT projects, technology implementations, equipment testing, software upgrades, and other departmental initiatives.
Work collaboratively with other IT team members to identify recurring issues and improve service desk processes.
Provide professional, timely, and customer-focused support to employees at all levels of the organization.
Protect confidential company and employee information and follow IT security best practices.
Perform other IT support duties and projects as assigned.
Associate degree, diploma, or certificate in Information Technology, Computer Science, or a related field; equivalent combination of education and relevant experience may be considered.
2-3 years of experience in a Service Desk, Help Desk, Desktop Support, or similar IT support role.
CompTIA A+ certification required.
ITIL 4 Foundation certification preferred.
Microsoft certifications or MCSE/Microsoft 365 certifications are considered an asset.
Experience supporting Windows operating systems and general computer hardware and software.
Experience supporting Microsoft 365 applications.
Working knowledge of Active Directory and user account administration.
Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and network connectivity troubleshooting.
Experience troubleshooting laptops, desktops, monitors, printers, and other computer peripherals.
Experience using an IT service management or ticketing system.
Experience supporting employees at all levels of the organization and explaining technical information clearly to users with different levels of technical knowledge.
Eligibility to work in the United States.
Experience with VDI, remote desktop technologies, or endpoint management tools is an asset.