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IT Managed Service Provider - Houston Area

Help Desk Support Specialist

IT Managed Service Provider - Houston Area
Houston, TX $20 - $22/hr Full time Posted 9d ago
End User Support Help Desk Support Incident Management Information Technology (IT) It Service Management IT Services Microsoft 365 Onsite Phone Support Remote Support Service Management Specialist Technical Support
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Job Description

The Help Desk Support Specialist provides first-line IT troubleshooting for multiple client organizations across the Greater Houston area. This hybrid role combines frequent on-site support with remote assistance and Zendesk ticket management.

Work Location and Schedule

Hybrid remote: Houston, TX 77015

Expected hours: 40.0 per week

Time zone expectations: reliable availability during CST business hours

On-site vs. remote: approximately 75% on-site at client offices throughout the Greater Houston area, with the remainder focused on remote support and ticket management.

Key Responsibilities

  • Travel between client offices across the Greater Houston area to provide on-site support
  • Manage multiple tasks and priorities across several clients within the same day while coordinating on-site visits
  • Answer inbound calls and emails from clients and complete initial troubleshooting
  • Provide remote support across client environments when on-site presence is not required
  • Monitor and manage the Zendesk queue, including routing tickets to the correct technicians
  • Keep tickets updated and ensure issues do not go stale
  • Provide backup support to technicians to help move tickets toward resolution quickly
  • Communicate with clients on open tickets and perform callbacks as needed
  • Document all work clearly and completely in each ticket, including details from on-site visits
  • Multitask across multiple active tickets and requests at the same time

Required Qualifications

  • Reliable personal transportation and a valid driver’s license
  • Ability to drive daily across the Greater Houston area
  • Willingness and ability to travel to multiple client sites in a single day
  • Proficiency across all Windows operating systems
  • Proficiency with Microsoft Office applications and Microsoft 365
  • Hardware troubleshooting experience
  • Troubleshooting experience with third-party software issues
  • Strong written communication, with email composition as a core part of the role and documentation of all work in tickets
  • Fluent, professional spoken English
  • Experience with ticketing systems (Zendesk experience preferred)
  • Ability to respond quickly and maintain a sense of urgency
  • Comfort working in a team environment

Technology Used

  • Zendesk
  • Windows
  • Microsoft Office
  • Microsoft 365

Pay and Compensation

  • Pay rate: USD 20.00 - 22.00 per hour

Benefits

  • Paid time off

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