JOB TITLE:
Help Desk Specialist
LOCATION:
Houston, TX (Onsite)
DURATION:
6-Month Contract
PAY:
29-34 USD per hour
Job Responsibilities:
In this role, you will serve as the primary point of contact for technical support requests, delivering exceptional customer service while resolving a wide range of hardware, software, network, and application issues. Key responsibilities include:
- Providing first-level technical support via phone and email for end users.
- Troubleshooting hardware, software, network connectivity, Microsoft 365, Windows 10/11, Citrix, and VPN-related issues.
- Managing incidents and service requests through the IT ticketing system from initial contact through resolution.
- Escalating complex technical issues to the appropriate support teams with detailed documentation.
- Supporting IT projects, hardware/software deployments, system upgrades, and product testing.
- Creating and maintaining knowledge base articles, technical documentation, and user procedures.
- Assisting with mentoring, training, and knowledge sharing across the Support Center team.
- Driving continuous process improvements to enhance team efficiency and customer satisfaction.
Essential Duties and Job Functions:
- Serve as the first point of contact for customer technical issues while delivering exceptional customer service.
- Respond to support requests received through phone and email in a timely and professional manner.
- Diagnose and resolve hardware, software, system access, application, and network connectivity issues.
- Guide end users through troubleshooting steps with clear, patient communication.
- Document, update, track, and close incidents accurately within the ITSM ticketing system.
- Maintain a high first-contact resolution rate while effectively managing a high-volume ticket queue.
- Escalate unresolved issues to higher-level support teams with complete technical documentation.
- Collaborate with internal IT teams to support system implementations, upgrades, equipment deployments, and special projects.
- Provide end-user training and maintain support documentation and knowledge base articles.
- Monitor outstanding issues and provide timely follow-up until successful resolution.
- Recommend and implement process improvements that enhance service delivery and operational efficiency.
- Assist in mentoring and training junior team members.
- Maintain knowledge of supported technologies, help desk procedures, and organizational IT services.
- Participate in after-hours, weekend, holiday, and on-call support as required.
Knowledge & Skills:
- Strong customer service, communication, and interpersonal skills.
- Advanced troubleshooting and analytical problem-solving abilities.
- Experience supporting Windows 10/11 and Microsoft 365 environments.
- Working knowledge of ITSM platforms and remote support tools.
- Experience supporting Citrix environments and VPN connectivity.
- Strong understanding of PC hardware, software, networking, and system access troubleshooting.
- Ability to multitask and prioritize work in a fast-paced, high-volume support environment.
- Excellent documentation and technical writing skills.
- Strong organizational skills with attention to detail.
- Ability to collaborate effectively across multiple IT teams.
- Commitment to delivering outstanding customer support and service excellence.
- Ability to work independently while contributing to a collaborative team environment.
Education & Experience:
- Minimum of 5 years of experience in a Help Desk, Service Desk, or Technical Support role.
- Minimum of 5 years of experience troubleshooting network connectivity issues.
- Demonstrated success maintaining a high first-contact resolution rate.
- Experience supporting remote users through Citrix and VPN technologies.
- High School Diploma or GED required.
- Candidates must be eligible for permanent employment in the United States.
Preferred Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
- Microsoft certifications, CompTIA A+, or other relevant IT certifications.
- HDI Support Center Analyst certification.
- Experience supporting enterprise IT environments and end-user technologies.
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