IT Help Desk Technician

Computer Transition Services, LLC is seeking an IT Help Desk Technician to support clients with reliable, hands-on help across software and hardware. This onsite role is based in Midland, TX, with regular travel to local client sites and a structured schedule that blends remote help, in-office ticket and phone rotation, and on-site client work.

You will help clients resolve issues through clear communication, accurate ticket and documentation practices, and thoughtful troubleshooting. The position also includes an initial training period that takes place at the company’s headquarters in Lubbock during the first 90 days.

What you’ll do

• Answer support calls and assist clients remotely, in-office, and on-site.
• Work a bi-weekly rotation between in-office phone and ticket support and onsite client projects.
• Track on-site support calls and help ensure timely responses.
• Maintain accurate records and expense accounts using systems such as Connectwise.
• Collaborate with other departments as needed to address client needs.
• Support positive client relationships while maintaining professional dress and grooming standards.
• Identify, research, and implement solutions to client problems.
• Provide internal systems support, including configuring, delivering, installing, and implementing client systems.
• Perform on-site client support and hardware maintenance.
• Use original thinking and clear communication to solve problems and communicate outcomes.
• Learn and implement new technologies or methods as requirements evolve.
• Maintain a standard 40-hour work week, with flexibility needed to complete after-hours projects.
• Meet physical and mental endurance challenges, including eye strain, weather extremes, and frequent public contact.
• Pass a CJIS background check.

Skills and experience

• Basic technical background with hands-on experience, preferably with Active Directory, networking and security hardware and systems, and ticketing systems.
• Strong customer service and end-user support skills, focused on resolving issues efficiently and effectively.
• Ability to monitor and resolve tickets involving failing patches, hardware issues, and complete network outages, with escalation when needed.
• 2-4 years of IT triage/help desk experience in a technical support role.
• Experience handling call queues, ideally in a support role.
• Strong verbal and written communication skills to work effectively with end-users and teammates.
• Willingness to adapt to changing environments and schedules, including alternating weekly between phone support and field work.
• Experience working with a Managed Service Provider (MSP) is a huge plus.

Tools and technologies

• Connectwise
• Active Directory
• CompTIA A+
• MS900
• AZ900

Education

• High School Diploma (required)
• Technical/College Degree (2 year) in Applied Science or Computer Technology (required)
• Technology/Computer related 4-year degree (preferred)
• Relevant IT certifications such as MS900, AZ900, and CompTIA A+ (a plus)

Compensation and incentives

• Anticipated hourly rate begins at $20.00 per hour, with potential for a higher rate based on experience and skills.
• Eligible for a 20% TAE pay incentive, paid quarterly, after 90 days of employment.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Flex Spending Account
• 401k Matching
• Life Insurance
• RTO (Responsible Time Off, Vacation, Sick, & 8 Paid Holidays)
• Training & Development
• Wellness Resources
• Financial Training Reimbursement
• Cell Phone Reimbursement
• Paid Certifications
• Performance Based Incentive Program

This role will be performed onsite at the Midland office and includes regular travel to local client sites. The role also follows a family-first mentality, supporting a life outside of work and understanding family time.