Customer Support Technician

GHG Corporation•Houston, TX

2d•Onsite

About The Position

GHG Corporation is an established SDVOSB, supporting programs with NASA, NSF, and DoW. We are seeking a Customer Support Technician who can help support on our LMSTS contract.

Requirements

High School Diploma or equivalent required; additional specialized technical training equivalent to an Associate degree preferred, or a combination of education, training, and demonstrated technical proficiency.
Minimum of five (5) years of experience providing technical support in an enterprise IT environment.
Hands-on experience with help desk ticketing systems and remote support software.
Experience deploying, configuring, and supporting desktop and laptop hardware.
Experience installing software applications and managing system updates and patches.
Experience troubleshooting hardware, software, and network connectivity issues.
Experience with IT asset tracking and inventory management.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent written, verbal, and interpersonal communication skills.
Strong customer service orientation with the ability to support both technical and non-technical users.
Ability to prioritize multiple tasks and work independently in a fast-paced environment.
Demonstrated ability to work collaboratively as part of a team.

Responsibilities

Provide advanced technical support for hardware, software, network connectivity, and telecommunications systems.
Diagnose, troubleshoot, and resolve technical issues for internal and external customers via phone, remote access, and help desk tools.
Install, configure, and maintain software applications, desktops, laptops, workstations, and peripheral devices.
Deploy and support end-user hardware, including performing component replacements and minor hardware repairs.
Provide remote technical assistance and escalate complex issues to specialized support teams as needed.
Manage IT assets, including inventory tracking, hardware assignments, and software licensing.
Perform system updates and patch management to maintain security and compliance.
Maintain accurate documentation, support records, and ticketing databases.
Identify recurring issues and recommend process improvements to management.
Deliver end-user training and technical guidance to users with varying levels of technical expertise.
Collaborate with IT teams, vendors, and stakeholders to ensure timely issue resolution and high customer satisfaction.
Perform other duties as assigned.