Associate Help Desk Specialist
Location:
Onsite – Houston, TX
Duration:
11-month contract (potential conversion)
Schedule:
Standard working hours (after-hours, weekend, and on-call support required)
Pay Range:$23.50–30.50/hr, W2 only
Summary
Our client is seeking an Associate Help Desk Specialist to serve as the first point of contact for end users needing technical support. This role calls for strong phone etiquette, clear communication, and the ability to resolve both basic and moderately complex technical issues across supported systems. Support is delivered primarily by phone, with additional assistance via email. You will also take part in IT projects and share knowledge across the team.
Job Responsibilities:
In this role, you will support end users and IT project work within the Support Center, resolving issues quickly and accurately while keeping customers informed. Key responsibilities include:
- Provide first-level technical support via phone and email queues
- Troubleshoot and resolve hardware, software, network, and connectivity issues
- Collaborate with IT teams to deploy hardware, software upgrades, new equipment, and services
- Assist with product testing and special projects
- Contribute to the development and implementation of Support Center processes and procedures
Essential Job Duties and Job Functions:
- Install and configure software applications
- Troubleshoot, diagnose, and resolve moderately complex issues, including system access and network-related concerns
- Report hardware, software, network, printer, and telephone issues
- Gather relevant information to identify issues, recommend solutions, or escalate as needed
- Monitor and track ongoing issues, ensuring timely resolution and appropriate escalation
- Follow up with customers to confirm successful issue resolution
- Accurately document all support interactions in the ticketing system
- Maintain and update knowledge base articles, procedures, and documentation
- Support flexible scheduling requirements, including after-hours and on-call support
- Perform additional duties as assigned
Knowledge and Skills:
- Understanding of Local Area Networks (LAN) and Wide Area Networks (WAN)
- Experience providing remote support via VPN, Citrix, or wireless connections
- Strong telephone and email etiquette
- Exceptional customer support and interpersonal skills
- Excellent verbal and written communication skills
- Ability to work collaboratively in a team while managing a high workload in a fast-paced environment
- Willingness to work after hours, some weekends, and holidays
Education and Experience:
- Associate's degree or equivalent experience
- 1–2 years of technical support experience, including phone-based troubleshooting
- 1–2 years of experience supporting networks and related systems
- STI or HDI Help Desk Analyst Certification a plus
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