Help Desk Technician

Job Overview
We are seeking a dynamic and motivated Help Desk Technician to join our IT support team! In this role, you will be the first point of contact for end-users seeking technical assistance, providing prompt and effective solutions to a wide range of hardware, software, and network issues. Your energetic approach will help ensure seamless technology operations across the organization, empowering users to work efficiently and confidently. This position offers an exciting opportunity to develop your technical skills while delivering exceptional customer service in a fast-paced environment.

Responsibilities

• Respond promptly to incoming help desk requests via phone, email, or ticketing systems such as ServiceNow and Jira.
• Diagnose and resolve hardware issues related to computers, mobile devices, printers, and peripherals.
• Troubleshoot software problems across operating systems including Windows, macOS, and Linux, ensuring optimal performance.
• Manage user accounts and permissions using Active Directory and Group Policy Objects (GPO).
• Support network infrastructure including LAN, TCP/IP configurations, DNS management, VPN setup, firewall troubleshooting, and network administration with tools like Meraki.
• Assist with desktop support tasks such as installing updates, configuring new equipment, and maintaining computer hardware inventory.
• Collaborate with IT teams on infrastructure projects involving Windows Server environments, SCCM deployment, BMC Remedy incident management, and service request fulfillment.
• Provide guidance on cybersecurity measures including firewall configurations and basic analysis of security alerts.
• Document all support activities accurately in ticketing systems like ServiceNow or Jira for tracking and follow-up.
• Escalate complex issues to specialized teams when necessary while maintaining communication with end-users throughout the resolution process.

Requirements

• Ability to travel to clients site if remote support is not able to fix the problem.
• Proven experience in technical support or help desk roles with a strong understanding of computer management and troubleshooting.
• Proficiency in supporting operating systems such as Windows (including Windows Server), macOS, and Linux environments.
• Solid knowledge of computer networking concepts including LAN/WAN architecture, TCP/IP protocols, DNS management, VPNs, firewalls, and network security best practices.
• Hands-on experience with Microsoft Office applications and enterprise tools like SCCM for software deployment.
• Familiarity with Active Directory administration, GPO configuration, DNS setup, and network monitoring tools such as Meraki dashboards.
• Ability to troubleshoot hardware components including desktops, laptops, mobile devices, printers, and other peripherals.
• Strong communication skills with a customer service-oriented mindset; capable of explaining technical issues clearly to non-technical users.
• Analysis skills to identify root causes of problems quickly and implement effective solutions efficiently.
• Knowledge of IT infrastructure components such as switches, routers (TCP/IP), DNS servers, and basic security protocols like VPNs and firewalls is highly desirable.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus but not required. Join us in delivering top-tier IT support that keeps our organization running smoothly! This paid position offers an engaging environment where your technical expertise will make a real impact—helping colleagues overcome challenges swiftly while growing your skills every day!

Pay: $18.00 - $25.00 per hour

Benefits:

• Dental insurance
• Flexible schedule

Work Location: Hybrid remote in Spring, TX 77373