IT Helpdesk Technician

Crossmark Global Investments•Houston, TX

23d•Onsite

About The Position

We're looking for a reliable, first-line Helpdesk Technician to support our employees, both in the office and on the road. In this shared service role, you will be the go-to person for day-to-day IT issues: troubleshooting PCs and printers, resolving email and account problems, setting up meetings, handling phone support, and generally getting people back to work when a technical issue slows them down. Your days will center on the ticket queue (ManageEngine ServiceDesk) — working through requests, talking directly with staff, and documenting what you did and how you solved it. This is a hands-on support role focused on frontline technical help, not a systems engineering or project leadership position. Reports directly to the parent company's IT Manager, with a dotted line to Crossmark's Chief Operating Officer. This role requires 40–45 hours per week of in-office coverage, generally between 7:00 AM and 6:00 PM, coordinated with the second technician and/or home office IT support, plus occasional after-hours coverage when assigned.

Requirements

1–3 years of helpdesk, service desk, or desktop support experience.
Experience using a ticketing system.
Working knowledge of Windows 10/11 and Microsoft 365.
Clear written and spoken communication. Comfortable calling users and working at their desk.
Ability to lift and move typical office equipment (monitors, docks, printers).
Citrix Workspace or other virtual desktop support.
Webex, Zoom, or similar meeting and phone tools.
Active Directory basics (unlock, password, group access).
iPhone or mobile-device management support.
Basic Studio/AV equipment troubleshooting (cameras, microphones, recording gear).
Comfortable tracking equipment inventory and asset records.
Printer and conference-room troubleshooting.
Ability to work on-site in Houston during regular business hours.

Responsibilities

Work incoming helpdesk tickets from email, phone, and walk-up.
Support Windows PCs, laptops, monitors, docks, printers, and standard office equipment.
Troubleshoot Microsoft 365 and Outlook — email, calendar, shared mailboxes, and distribution lists.
Provide first-line remote desktop / Citrix support (install, login, disconnects) and escalate infrastructure issues (Citrix farm, firewall, and GPO issues in particular).
Support Webex, Zoom, and Microsoft Teams and other meeting tools, including conference-room displays and audio, and the Citrix VDI plugin used to join meetings from a virtual desktop.
Reset passwords, unlock accounts, and help with multi-factor authentication (Duo).
Process access requests and complete new-hire and departure technology checklists using applicable onboarding and offboarding templates.
Install standard software and help users with everyday business applications (e.g., Salesforce, SharePoint, 1Password, and other line-of-business apps as assigned).
Support company iPhones and mobile devices.
Process quarantine and reported-phishing tickets (Trend Micro / PhishER / KnowBe4) following the published security process.
Set up equipment for new employees and handle guest or visitor access as requested.
Provide basic Studio/AV support -- recording equipment, microphones, and cameras -- escalating complex production issues as needed.
Track and maintain laptop inventory: assignments, stock levels, and returns or reallocation during onboarding and offboarding.
Document every ticket: the problem, what you did, and the result.