Help Desk Customer Service

The Help Desk Customer Service role at Ritex Real Estate LLC focuses on delivering accurate, timely technical assistance to internal teams and external clients. This onsite position in Houston, TX supports day-to-day IT needs by troubleshooting hardware and software, resolving issues, and maintaining complete documentation in a ticketing system.

Key Responsibilities

• Act as the first point of contact for users requesting technical assistance through phone, email, or chat.
• Diagnose and resolve technical issues involving hardware and software, including operating systems, applications, and networking problems.
• Answer support queries and guide users through step-by-step solutions.
• Troubleshoot problems related to computers, printers, networking, and other peripherals.
• Install, configure, and maintain software, hardware, and network systems.
• Escalate unresolved cases to higher-level support teams or vendors when needed.
• Record all support requests, resolutions, and configuration details in a ticketing system (e.g., Zendesk, ServiceNow).
• Maintain familiarity with company systems and technologies to provide effective resolutions.
• Provide end-user guidance and basic IT training for core functions, software, and tools.
• Collaborate with other IT teams to support smooth integration of systems and software.
• Assist with system updates, patches, and routine maintenance.
• Monitor and track service requests and ensure issues are resolved within established SLAs.
• Stay current on technology trends and support improvements to internal IT processes and procedures.

Required Qualifications

• 1 to 2 years of help desk or technical support experience (entry-level candidates with relevant training may be considered).
• Familiarity with Windows, macOS, and Linux, along with office productivity tools such as Microsoft Office and Google Workspace.
• Basic understanding of networking principles.
• Strong diagnostic capability and experience troubleshooting hardware, software, and network issues.
• Excellent verbal and written communication skills for assisting users with technical problems.
• Ability to deliver high-quality customer service with a positive, professional demeanor.
• Capacity to manage multiple requests, prioritize tasks, and work effectively under pressure.
• Accuracy in documenting issues and solutions in the ticketing system.
• Ability to work collaboratively as part of an IT team.

Technologies

• Windows
• macOS
• Linux
• Microsoft Office
• Google Workspace
• Zendesk
• ServiceNow

Location and Compensation

Location: Houston, TX (onsite)

Pay: USD 30–40 per hour

Minimum Experience: 1 years

Benefits

• Competitive salary
• Health insurance (medical, dental, vision)
• Paid time off (vacation, sick days, holidays)
• Retirement plan (e.g., 401k)
• Professional development opportunities
• Remote work options (if applicable)