Service Desk

Title: IT Service Desk Specialist (Tier 1-2)

Job Type: Contract

Contract Length: Long-term Contract

Pay Range: $25-35/hr

Start Date: ASAP

Location: The Woodlands, TX (Hybrid) | Open to Watsonville, CA for exceptional candidates

About The Opportunity

Our client, a leader in the Construction Materials industry, is looking for a skilled IT Service Desk Specialist (Tier 1-2) to join their team for a Long-term Contract engagement. This project involves acting as a user advocate to manage the end-to-end incident lifecycle and providing high-volume technical support to a user base of roughly 7,000 employees. This is a high-impact role that requires a self-motivated professional who can hit the ground running and deliver results quickly.

Key Responsibilities & Deliverables

This role is focused on the successful completion of specific tasks and deliverables. Your responsibilities will include:

• High-Volume Support: Managing and resolving 20+ tickets per day via phone (90% of the role) and remote tools.
• Incident Management: Handling Tier 1-2 issues, including O365 troubleshooting, email incidents, password resets, and hardware break-fix.
• User Lifecycle Management: Executing new user setups, provisioning, and deprovisioning of accounts.
• Team Collaboration: Working within a team handling 50–200 tickets daily, ensuring all incidents are escalated according to Service Level Agreements (SLAs).
• AI Integration: Utilizing and supporting modern tools such as ChatGPT and CoPilot Studio to improve efficiency.
  
  

Required Skills & Experience:

We are looking for someone with a proven track record of successful contract engagements. The ideal candidate will have:

• 5+ years of dedicated Service Desk/Help Desk experience.
• Deep expertise in O365 troubleshooting, Active Directory administration, and process documentation. This isn't a learning role—you need to be a subject matter expert.
• Demonstrated ability to work autonomously and manage your own time effectively to meet project goals, with a commitment to working a hybrid schedule in The Woodlands, TX (initial onsite training required).
• Exceptional phone presence and the ability to explain technical concepts to non-technical users.
• Familiarity with AI tools (ChatGPT, CoPilot, etc.) to assist in workflow optimization.