IT Help Desk Support Specialist

GP&C • Houston, TX

21h • Onsite

About The Position

Essential Duties & Responsibilities: o Systems Analysis & Technical Support o Analyze, diagnose, and resolve complex hardware, software, and system issues across the organization. o Evaluate root causes of technical problems and implement appropriate corrective actions based on business and technical needs. o Independently manage and prioritize support requests, determining urgency and resolution paths. o Design, configure, and optimize end-user computing environments, including desktops, laptops, and peripherals. o Administer user access, permissions, and system configurations in alignment with security protocols. o Decision-Making & Issue Resolution o Exercise independent judgment when troubleshooting technical issues, including determining when escalation is necessary. o Evaluate recurring issues and recommend improvements to systems, configurations, or processes. o Interpret and apply IT policies, standards, and best practices to a variety of technical situations. o Systems Improvement & Optimization o Identify trends and systemic issues within the IT environment and develop long-term solutions. o Recommend and implement enhancements to improve system performance, reliability, and user experience. o Participate in the evaluation, selection, testing, and deployment of new technologies. o Contribute to system design decisions, including configuration standards and integration approaches. o Project Participation & Implementation o Lead or significantly contribute to IT projects, including planning, testing, and implementation. o Perform system testing, validation, and documentation for new technologies and updates. o Collaborate with IT leadership to execute strategic technology initiatives. o Documentation & Process Development o Develop, maintain, and improve technical documentation, procedures, and support standard. o Establish and refine best practices for IT support and system management. o Provide technical guidance and knowledge sharing to team members and end users. o Additional Responsibilities o Support and troubleshoot specialized equipment (e.g., barcode scanners, label printers, document scanning systems) o Participate in on-call rotation and provide after-hours support as needed. o Perform other duties and technical assignments as directed by IT leadership. Qualifications & Experience: Education : o Associate or Bachelor’s degree in Information Technology, Computer Systems, or a related field (preferred) o Equivalent combination of education, training, or certifications may be considered. Experience : o Experience in IT support, systems administration, or a related technical role. o Experience working with Microsoft 365, Active Directory, and enterprise IT systems (preferred). o Experience with system administration, scripting, or automation tools (preferred). o Familiarity with IT infrastructure, networking concepts, and endpoint management tools. Skills : o Strong knowledge of Windows operating systems and enterprise applications. o Ability to analyze technical issues and develop effective solutions independently. o Strong troubleshooting and problem-solving capabilities. o Ability to manage multiple priorities in a fast-paced environment. o Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users. Personal Attributes: o Demonstrates sound judgment and decision-making in a dynamic technical environment. o Highly organized with strong attention to detail. o Customer-focused with a service-oriented mindset. o Adaptable and able to respond effectively to changing business needs. o Collaborative team player with a proactive approach to continuous improvement. Physical Requirements & Work Environment: o Prolonged periods of sitting at a desk and working on a computer. o Ability to use hands and fingers to operate office equipment, such as computers, calculators, printers, and copiers. o Occasional lifting of office supplies or files up to 15-25 pounds. o Adequate vision to read documents, spreadsheets, and computer screens. o Ability to communicate effectively in person, over the phone, and via email. o Standard office environment with controlled climate (heating, cooling, lighting). o Typically, a quiet and professional setting, conductive to focused work. o Occasional extended hours to weekend work may be required. o Collaboration with cross-functional teams, requiring periodic meetings and interactions with other departments

Requirements

• Experience in IT support, systems administration, or a related technical role.
• Familiarity with IT infrastructure, networking concepts, and endpoint management tools.
• Strong knowledge of Windows operating systems and enterprise applications.
• Ability to analyze technical issues and develop effective solutions independently.
• Strong troubleshooting and problem-solving capabilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Demonstrates sound judgment and decision-making in a dynamic technical environment.
• Highly organized with strong attention to detail.
• Customer-focused with a service-oriented mindset.
• Adaptable and able to respond effectively to changing business needs.
• Collaborative team player with a proactive approach to continuous improvement.
• Prolonged periods of sitting at a desk and working on a computer.
• Ability to use hands and fingers to operate office equipment, such as computers, calculators, printers, and copiers.
• Occasional lifting of office supplies or files up to 15-25 pounds.
• Adequate vision to read documents, spreadsheets, and computer screens.
• Ability to communicate effectively in person, over the phone, and via email.

Nice To Haves

• Associate or Bachelor’s degree in Information Technology, Computer Systems, or a related field (preferred)
• Equivalent combination of education, training, or certifications may be considered.
• Experience working with Microsoft 365, Active Directory, and enterprise IT systems (preferred).
• Experience with system administration, scripting, or automation tools (preferred).

Responsibilities

• Analyze, diagnose, and resolve complex hardware, software, and system issues across the organization.
• Evaluate root causes of technical problems and implement appropriate corrective actions based on business and technical needs.
• Independently manage and prioritize support requests, determining urgency and resolution paths.
• Design, configure, and optimize end-user computing environments, including desktops, laptops, and peripherals.
• Administer user access, permissions, and system configurations in alignment with security protocols.
• Exercise independent judgment when troubleshooting technical issues, including determining when escalation is necessary.
• Evaluate recurring issues and recommend improvements to systems, configurations, or processes.
• Interpret and apply IT policies, standards, and best practices to a variety of technical situations.
• Identify trends and systemic issues within the IT environment and develop long-term solutions.
• Recommend and implement enhancements to improve system performance, reliability, and user experience.
• Participate in the evaluation, selection, testing, and deployment of new technologies.
• Contribute to system design decisions, including configuration standards and integration approaches.
• Lead or significantly contribute to IT projects, including planning, testing, and implementation.
• Perform system testing, validation, and documentation for new technologies and updates.
• Collaborate with IT leadership to execute strategic technology initiatives.
• Develop, maintain, and improve technical documentation, procedures, and support standard.
• Establish and refine best practices for IT support and system management.
• Provide technical guidance and knowledge sharing to team members and end users.
• Support and troubleshoot specialized equipment (e.g., barcode scanners, label printers, document scanning systems)
• Participate in on-call rotation and provide after-hours support as needed.
• Perform other duties and technical assignments as directed by IT leadership.

What This Job Offers

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