Associate Help Desk Specialist

Location: Houston, TX 77064
Job Type: Contract
Contract Duration: 10/12/2026 – 9/26/2027
Potential: Contract-to-Hire / Opportunity to go permanent
Openings: 1

Position Overview

We are seeking an Associate Help Desk Specialist to provide efficient, accurate, and customer-focused technical support to end users. This position serves as a first point of contact for technical issues and will primarily provide support by phone, with additional assistance through email.

The ideal candidate will have hands-on experience troubleshooting hardware, software, network, connectivity, and system access issues while delivering excellent customer service in a fast-paced environment.

Key Responsibilities

• Provide first-level technical support through phone and email queues.
• Troubleshoot and resolve hardware, software, network, and connectivity issues.
• Troubleshoot system access and moderately complex technical issues.
• Install and configure software applications.
• Provide remote technical support.
• Collaborate with IT teams on hardware deployments, software upgrades, equipment, and services.
• Assist with product testing, IT projects, and special projects.
• Report hardware, software, network, printer, and telephone issues.
• Document all support interactions accurately in the ticketing system.
• Monitor and track open issues through resolution and escalate when appropriate.
• Follow up with users to confirm successful issue resolution.
• Maintain and update knowledge base articles, procedures, and documentation.
• Contribute to Support Center processes and procedures.
• Provide professional, customer-focused service while managing a high workload.
• Participate in after-hours, weekend, holiday, and on-call support as needed.

Required Qualifications

• High School Diploma or GED required.
• 1–2 years of technical support/help desk experience, including phone-based troubleshooting.
• 1–2 years of experience supporting networks and related systems.
• Understanding of LAN and WAN environments.
• Experience providing remote support through VPN, Citrix, or wireless connections.
• Strong telephone and email etiquette.
• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Must be willing to work after hours, some weekends, holidays, and on-call shifts.
• Must be eligible to permanently work in the United States.

Preferred Qualifications

• Associate’s degree or equivalent experience.
• STI Help Desk Analyst Certification.
• HDI Help Desk Analyst Certification.

Ideal Candidate

The ideal candidate is a customer-focused IT support professional with hands-on Help Desk/Service Desk experience, strong troubleshooting skills, and experience supporting end users with hardware, software, networking, VPN/Citrix, and connectivity issues.

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