IT Help Desk Specialist

TransCore • Houston, TX

9d

About The Position

TransCore (TRN), a subsidiary of ST Engineering, is seeking full-time IT Help Desk Specialists to join its team in Houston, Texas. The role provides phone and email support to customers experiencing software- or hardware-related issues with the company’s products. It includes monitoring and analyzing production systems 24 hours a day, 7 days a week, 365 days a year; dispatching and coordinating field service technicians; researching and documenting reported issues; and communicating professionally with internal and external customers.

Requirements

• Typically, at least 2 to 3 years of help desk support experience, or equivalent.
• An associate’s degree in computer science or a related discipline and/or comparable work experience.
• Strong understanding of help desk support principles, including documentation and issue ownership.
• Working knowledge of Windows operating systems and Microsoft Office applications.
• Excellent customer service skills, with a focus on call control, attention to detail, and methodical troubleshooting.
• Strong analytical skills and reasoning ability to identify solutions to technical issues.
• Ability to communicate technical information effectively in writing and verbally to customers and management.
• Ability to independently manage time and handle multiple tasks.
• Flexibility to work extra hours as required.

Nice To Haves

• A+ certification.
• Experience with Jira.
• Familiarity with the tolling industry.

Responsibilities

• Provide technical support to customers experiencing product usage or performance issues.
• Monitor internal and external email and phone communications and promptly acknowledge and address reported hardware, software, networking, and other computer-related issues.
• Recognize, research, isolate, and resolve problems; follow up, document issues, and escalate complex problems to a supervisor or technical staff as needed.
• Log and track calls and maintain history records and related problem documentation.
• Pay close attention to detail in communications and production-system monitoring.
• Maintain a high level of service and adhere to contractual customer performance requirements.
• Collaborate with development, deployment, and field support teams to support issue resolution and customer service.
• Work a shift-oriented schedule that may include day, evening, overnight, weekend, and holiday hours, as business requirements determine.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree