IT Help Desk Specialist

CTSI • Midland, TX

2d • Onsite

About The Position

Computer Transition Services, Inc. (CTSI) is seeking a dedicated, tech-savvy, and self-driven IT Desktop Specialist to join its Services Group. The role provides comprehensive software and hardware support to clients, helping them achieve their technology goals while maintaining positive client relationships and upholding company values and ethics.

The position is onsite at the Midland or Lubbock office and includes regular travel to local client sites. During the first 90 days, training requires regular travel to CTSI headquarters in Lubbock. The schedule includes a bi-weekly rotation of in-office phone and ticket support and onsite client projects. The role maintains a standard 40-hour work week, with flexibility for after-hours project completion.

Requirements

• High school diploma.
• Two-year technical or college degree in Applied Science or Computer Technology.
• Two to four years of IT triage/help desk experience, including previous experience in a technical support role.
• Basic technical background with hands-on experience, preferably with Active Directory, networking and security hardware and systems, and ticketing systems.
• Strong customer service and end-user support skills, with a focus on resolving issues efficiently and effectively.
• Ability to monitor and resolve tickets involving failing patches, hardware issues, and complete network outages, and escalate issues as needed.
• Experience handling call queues, ideally in a support role.
• Strong verbal and written communication skills for interacting with end users and team members.
• Ability and willingness to adapt to changing environments and work schedules, including alternating weekly between phone support and field work.
• Ability to pass a CJIS background check.
• Ability to handle physical and mental endurance challenges, including eye strain, weather extremes, and public contact.

Nice To Haves

• Four-year technology- or computer-related degree.
• Relevant IT certifications such as MS900, AZ900, or CompTIA A+.
• Experience working with a Managed Service Provider (MSP).

Responsibilities

• Respond to support calls and assist clients remotely, in the office, and onsite.
• Alternate between in-office phone and ticket support and onsite client projects on a bi-weekly rotation.
• Track and ensure timely responses to onsite support calls.
• Accurately maintain records and expense accounts using systems such as ConnectWise.
• Collaborate with other departments as needed.
• Foster positive client relations and maintain professional dress and grooming standards.
• Identify, research, and implement solutions to client problems.
• Provide internal systems support and configure, deliver, install, and implement client systems.
• Provide onsite client support and hardware maintenance.
• Solve problems using original thinking and clear communication.
• Learn and implement new technologies or methods.
• Maintain a standard 40-hour work week, with flexibility for after-hours project completion.

Benefits

• Medical, dental, and vision health care plan
• Flexible spending account
• 401(k) matching
• Life insurance
• Responsible Time Off (vacation and sick time) and eight paid holidays
• Training and development
• Wellness resources
• Financial training reimbursement
• Cell phone reimbursement
• Paid certifications
• Performance-based incentive program
• 20% TAE pay incentive, paid quarterly after 90 days of employment

What This Job Offers

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