IT Helpdesk

Hays Electrical Services•Houston, TX

1d•Onsite

About The Position

We are seeking a Tier 2 IT Support Technician to serve as the primary on‑site IT presence for our Wichita Falls branch office. This role provides Tier 1 and Tier 2 technical support to end users while working closely with the centralized IT team at headquarters. This position requires a well‑rounded technician who can handle daily frontline support while also troubleshooting more complex issues independently and escalating to HQ when appropriate.

Requirements

3+ years of hands‑on IT support experience (Tier 1 and Tier 2)
Experience supporting Windows desktop and laptop environments
Strong troubleshooting skills and customer service mindset
Basic networking knowledge (IP addressing, switches, cabling, Wi‑Fi)
Experience working with ticketing systems
Ability to operate independently at a remote site
Strong communication skills and team‑oriented attitude

Nice To Haves

Experience supporting branch or remote offices
Familiarity with Microsoft 365 / Entra ID environments
Basic experience with endpoint management tools
CompTIA A+, Network+, or equivalent experience

Responsibilities

Provide frontline (Tier 1) and escalation‑level (Tier 2) technical support for Windows workstations and laptops, common business applications, and printers, peripherals, and mobile devices.
Diagnose and resolve hardware, software, and connectivity issues.
Support new hires with workstation setup, onboarding, and orientation.
Deliver professional, customer‑focused support to users in the branch office.
Act as the primary on‑site IT contact for the Wichita Falls office.
Perform basic network troubleshooting, including connectivity issues, cabling and patching, switches and wireless access points.
Coordinate with HQ IT teams for infrastructure changes, systemwide issues, and escalations beyond branch‑level support.
Maintain local IT equipment, hardware inventory, and spare assets.
Support office expansions, moves, and technology upgrades as needed.
Follow established IT procedures, standards, and change controls.
Accurately document work in the ticketing system.
Communicate clearly with HQ IT and local leadership.
Work independently while remaining fully aligned with the IT team.