Desktop Technician

BuzzClan LLC•Houston, TX

2d•Onsite

About The Position

The Help Desk Technician provides support for users experiencing IT- related Incidents and fulfilling Service Requests. They ensure effective and efficient service delivery and a seamless user experience by troubleshooting hardware, software, and network problems. The role is It requires a customer focus, a strong understanding of IT systems, problem-solving skills, and the ability to work in a fast-paced environment.

Requirements

At least 1-2 years of experience in an IT Support Help Desk or Service Desk role
Experience with ITSM tools
Experience with remote desktop support tools
Ability to handle multiple tasks effectively, with tact, courtesy, and a high degree of customer service.
Work independently and effectively with minimal direction
Work collaboratively with a team
Strong understanding of Windows and MacOS operating systems
Familiarity with conference room technology
Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical users
College Degree in Information Technology, Computer Science, or a related field (or equivalent work experience)

Nice To Haves

Industry related certifications such as ITIL v4 Foundation, A+, Network+, AZ-900 are preferred or in progress

Responsibilities

Provide prompt, friendly, and effective support to customers by phone, email, chat, or in-person
Log, categorize, prioritize and resolve Service Requests and Incidents in the ITSM
Identify, diagnose and resolve hardware and software issues, including Windows and Mac Operating systems, Office 365, and SaaS applications
Onboard and offboard users in Active Directory and other systems in a timely manner in accordance with compliance policies
Proactively identify recurring Incidents for Problem Identification and remediation
Contribute to the internal knowledge base by documenting solutions to common issues, best practices and Help Desk processes
Work closely with other IT teams to resolve complex issues
Maintain accurate inventory of IT assets
Project assignments as requested
Local travel, up to 25% or as needed
Must be willing to work occasional overtime or extended hours as business needs require, including urgent support issues, critical projects, executive requests, or time-sensitive deadlines.
Other duties as assigned