Service Desk Technician I

About the job

ROLE DESCRIPTION:

• Perform Tier 1 service desk responsibilities.
• Receive and log incoming support requests via phone, email, or ticketing system.
• Troubleshoot hardware and software issues for end-users.
• Provide prompt & effective technical assistance while maintaining a high level of professionalism.
• Stay updated on the latest tech trends and share insights with the team.
• Provide on-site support to clients when necessary to resolve urgent technical issues.
• Facilitate user-friendly training sessions to equip colleagues with better tech-know how.
• Proactively identify and resolve recurring technical challenges.
• Document, categorize, and prioritize service requests for resolution.
• Collaborate with Tier 2 support technicians for complex issues.
• Assist with the setup, configuration, and maintenance of end-user devices.
• Create and maintain knowledge base articles for common issues.
• Ensure the confidentiality, integrity, and availability of sensitive information.
• Maintain accurate records of support interactions and solutions provided.
• Contribute to a positive and collaborative team atmosphere.
• Engage in continuous professional development by pursuing relevant certifications or training opportunities.

WHAT WE’RE LOOKING FOR:

Education and Experience

High school diploma or equivalent; relevant technical certifications a plus.
Prior experience in a related customer service or helpdesk role is a MUST.
Proficiency in Microsoft Windows and Office suite.
Familiarity with IT service management tools.

Personal Qualities 

• Exceptional rapport-building skills.
• Empathetic listener and curious solution-seeker.
• Adept at communicating and working with cross-functional teams.
• Possesses a desire to continuously learn and grow in the IT field.
• Professional and well-mannered.
• Strong time management and organization skills to handle multiple tasks.
• Demonstrated attention to detail
• Ability to remain calm under potentially stressful situations and adapt to changing needs.
• Has a team-oriented mindset, always willing to help colleagues.
• Kind and patient demeanor when assisting users of varying technical abilities – not everybody is tech-savvy!
• Deeply cares about ‘personal brand’ and representing themselves in an outstanding way.

This role is based in Houston, TX and has the expectation of full-onsite presence.