Helpdesk Technician

Hays Electrical Services•Houston, TX

4d•$37,440 - $47,840

About The Position

The Helpdesk Technician serves as the primary point of contact for staff across the business, providing timely and effective technical support to keep operations productive. The role calls for a customer-focused, proactive problem-solver skilled in troubleshooting hardware, software, and connectivity issues, comfortable supporting a fast-paced environment, and experienced in managing day-to-day helpdesk operations.

Requirements

Up to 1 year of experience in a helpdesk or IT support role, or equivalent demonstrated technical ability, is preferred.
Solid understanding of Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
Experience with Windows 10/11 desktop support and troubleshooting.
Familiarity with Microsoft Entra ID (Azure AD) for user and device management.
Basic understanding of networking concepts, including DNS, DHCP, TCP/IP, and VPNs.
Demonstrated experience using a helpdesk ticketing system, such as Atera, ConnectWise, ServiceNow, or similar, as part of daily work.
Ability to manage and prioritize multiple concurrent requests in a fast-paced environment.
Exceptional interpersonal and communication skills, including professionalism and empathy when dealing with frustrated or difficult users.
Ability to explain technical issues to non-technical users.
A methodical and patient approach to troubleshooting and problem-solving.

Nice To Haves

Experience with Microsoft Intune or endpoint management tools.
Exposure to Microsoft Defender or similar security platforms.
Knowledge of SharePoint Online or Teams administration.
Familiarity with Apple iOS and mobile device management (MDM) tools.
Familiarity with industry software such as the Trimble Suite, Autodesk, or Atera; full training will be provided.
CompTIA A+, Microsoft certifications (MD-102, MS-900), or equivalent.
Experience in a trade, construction, or field services environment.
Eagerness to learn across a broad scope of IT, from end-user support to systems and security.

Responsibilities

Serve as the first point of contact for IT support requests via phone, email, and the ticketing system.
Log, track, prioritize, and manage support requests in the helpdesk ticketing system, maintaining accurate records, timely updates, and clear resolution notes.
Diagnose and resolve hardware, software, and network connectivity issues for end users.
Manage concurrent support requests while balancing urgency and workload.
Provide professional and courteous support to staff, maintaining composure and a solutions-focused attitude during high-pressure interactions.
Set up, configure, and maintain workstations, laptops, mobile devices, and peripherals.
Manage user accounts, password resets, and access provisioning in Microsoft 365 and Entra ID.
Assist with staff onboarding and offboarding, including device setup and account configuration.
Escalate complex issues to senior IT team members with clear documentation when appropriate.
Create and maintain IT knowledge base articles and standard operating procedures (SOPs).
Support the rollout and maintenance of IT equipment and software across the business.
Assist with basic network troubleshooting, including connectivity, printers, and shared drives.