Associate Help Desk Specialist

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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