Desktop Support Technician

The Desktop Support Technician provides end-user IT support for desktop hardware and software across Windows PCs, Macs, printers, mobile devices, and related peripherals. The role supports one or more departments to restore service and resolve issues in alignment with customer SLAs.

Role Location and Schedule

• Location: Houston, TX (onsite)
• Work schedule: 40-hour week
• Days: Monday to Friday
• Hours: 8:30am to 5pm

Compensation

Salary: USD 52,000 to 57,000 per year

Key Responsibilities

• Provide in-person, phone, remote, and email support to users in supported departments.
• Maintain the ticketing system, including the status of all support requests.
• Keep the inventory system current with deployed computing asset information.
• Research, recommend, and order software and hardware requested by departments.
• Create and provision user accounts, email accounts, and required access for staff.
• Support end users with troubleshooting and problem resolution for Windows and Apple systems.
• Guide end users through troubleshooting procedures.
• Perform hardware and software upgrades.
• Support printing and other peripheral computing devices.
• Set up, install, and configure desktop hardware and software in line with internal controls, policies, and standards.
• Participate in identity and access management for various systems.
• Perform other IT support duties as assigned.

Required Experience

• 3 to 5 years of experience in Helpdesk/Desktop Support, including troubleshooting hardware, software, connectivity, and operating system issues.
• 3 to 5 years of experience supporting current Microsoft Windows Desktop software.
• 3 to 5 years of experience supporting DSS, multiple workstation operating systems (Windows, Mac), multiple mobile operating systems (Android, iOS), networking, printing services, and related environments.
• Experience fulfilling onboarding and offboarding requests, including setup of desktop or laptop and iPad, installing screens and displays, patch port cabling, software configuration, and mobile setup.
• Experience supporting performance and resolving client-related issues.
• Understanding of network protocols, server hardware, and configurations.

Additional Requirements

• Self-motivated with a willingness to learn and adapt to new changes or situations.
• Ability to communicate effectively with peers, line managers, stakeholders, and client end users.
• CompTIA A+, Network+, Security+ or equivalent certification.
• Ability to lift or push 20 to 50 pounds of equipment when needed.
• Ability to stand or kneel for extended periods of time.
• Ability to use mechanical tools, including screwdrivers, wrenches, pliers, hammers, and drills.

Technologies

• Microsoft Windows Desktop
• Windows
• Mac
• Android
• iOS
• Networking
• Printing Services
• DSS
• CompTIA A+
• CompTIA Network+
• CompTIA Security+

Benefits

• Medical Insurance
• Vision & Dental plans
• PTO time
• On-site paid parking