IT Help Desk Specialist

TransCore•Houston, TX

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 position provides phone and email support to customers experiencing software- or hardware-related issues with the company’s products. It also involves monitoring and analyzing production systems around the clock, coordinating field service technicians, researching and documenting reported issues, and communicating professionally with internal and external customers. The role follows a shift-oriented schedule and may include day, evening, overnight, weekend, and holiday hours, as determined by business requirements. Flexibility to work extra hours as required is also expected.

Requirements

Typically, a minimum of 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 to customers and management in written and verbal form.
Ability to manage time independently and handle multiple tasks.
Flexibility to work extra hours as required.
Availability for a shift-oriented schedule that may include day, evening, overnight, weekend, and holiday hours, as business requirements determine.

Nice To Haves

A+ certification.
Familiarity 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, and follow up on issues.
Document and escalate more complex problems to a supervisor or technical staff as needed.
Log and track calls and maintain history records and related problem documentation.
Monitor production systems and meet attention-to-detail requirements for communications and monitoring.
Maintain a high level of service and adhere to contractual customer performance requirements.
Collaborate with development, deployment, and field support teams to resolve issues and provide customer service.
Dispatch and coordinate field service technicians.
Research and document identified or reported issues.