Job Summary:
The IT Support Engineer will provide dedicated onsite support at a Houston-based client location, serving as the primary technical resource for end-user support, workstation troubleshooting, and daily IT operations.
The ideal candidate is a high-accountability IT generalist with strong troubleshooting abilities, excellent communication skills, and the confidence to operate independently in a dynamic environment. This person thrives in a customer-facing setting, collaborates effectively with remote technical teams, and proactively identifies opportunities to improve system reliability and user experience.
Key Responsibilities:
Provide onsite desktop and end-user support across Windows and macOS environments, including break/fix, peripherals, printing, AV/conferencing basics, and workstation setup
Own onsite incident triage and resolution; document work thoroughly in the ticketing system
Coordinate and escalate issues to remote teams when elevated access or specialized expertise is required (network, servers, firewalls, Microsoft 365/Azure, cybersecurity)
Support identity and access management tasks such as account provisioning, MFA, password resets, and group membership changes
Deliver a high-touch customer experience through clear communication, expectation-setting, and follow-up
Identify recurring issues and contribute to root-cause analysis and long-term remediation
Maintain a professional onsite presence and build strong rapport with end users and stakeholders
Qualifications:
3–5 years of experience in desktop support, helpdesk, or field support
Experience supporting business users onsite, including device deployment, onboarding/offboarding, and vendor or remote-team coordination
Strong technical troubleshooting skills across diverse IT environments
Excellent communication and customer service skills, with the ability to support users in person, by phone, and via remote tools
Ability to work independently, manage priorities, and maintain high accountability in a client-facing environment