IT Helpdesk I

Tomball Controls • San Antonio, TX

1d

About The Position

The Help Desk Level I Technician provides first-level technical support and troubleshooting for end-users, serving as the primary point of contact for IT support requests. The role diagnoses, documents, and resolves hardware, software, network, and system-related issues in a timely and professional manner.

The position supports users and IT equipment across office and manufacturing environments, installs and maintains hardware and software, and collaborates with IT team members to resolve or escalate problems. It also participates in IT initiatives and helps ensure compliance with company IT policies, cybersecurity standards, and best practices.

Requirements

• Associate degree in Information Technology, Computer Science, or a related field; equivalent work experience may be considered.
• Minimum of one year of experience in a Help Desk, Desktop Support, or Technical Support role.
• Working knowledge of Windows and macOS operating systems, Microsoft 365 applications, and common business software.
• Experience with Active Directory administration, Microsoft 365 administration, and basic network troubleshooting.
• Familiarity with IT ticketing systems such as ServiceNow, Autotask, or ConnectWise, and remote support tools.
• Strong analytical, troubleshooting, and problem-solving skills, with the ability to work independently and collaboratively.
• Excellent verbal and written communication skills and a strong customer-service orientation.
• Ability to manage multiple priorities, organize workload effectively, and work in a fast-paced environment.
• Experience troubleshooting network cabling, patch panels, and physical connectivity issues.
• Ability to sit, stand, walk, and move throughout office and manufacturing environments as needed.
• Occasionally lift and carry computer equipment and peripherals weighing up to 50 pounds.
• Ability to work under desks, in network closets, or at equipment racks when performing installations or troubleshooting.
• Ability to travel between company locations as required.
• Ability to use standard office and IT equipment, including computers, mobile devices, and diagnostic tools.

Nice To Haves

• Industry certifications such as CompTIA A+, Network+, or Microsoft certifications are preferred but not required.

Responsibilities

• Respond to and resolve technical support requests through phone, email, and ticketing systems.
• Troubleshoot and diagnose issues involving desktop computers, laptops, printers, mobile devices, and other IT equipment.
• Provide support for Microsoft Windows, macOS, Microsoft 365, and other commonly used business applications.
• Assist with network connectivity troubleshooting, including wired and wireless networks, VPN access, and remote connectivity.
• Manage user accounts in Active Directory, including password resets, permissions, and group membership administration.
• Document troubleshooting procedures, solutions, and issue resolutions in the company knowledge base.
• Collaborate with IT team members to resolve technical issues and appropriately escalate complex problems.
• Install, configure, maintain, and support hardware and software in accordance with company standards.
• Participate in IT initiatives, including system upgrades, software deployments, migrations, and infrastructure improvements.
• Ensure compliance with company IT policies, cybersecurity standards, and best practices.

What This Job Offers

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