IT Helpdesk I

The Help Desk Level I Technician serves as the first point of contact for end-user IT support at Tomball Controls, handling requests, troubleshooting issues, and driving timely resolutions across hardware, software, networks, and systems.

Role Overview

This position supports users through diagnostic troubleshooting and professional assistance. The technician will assess reported problems, document findings, and resolve issues when possible, escalating more complex cases to the appropriate IT team members.

Responsibilities

• Respond to and resolve technical support requests via phone, email, and ticketing systems.
• Troubleshoot and diagnose issues involving desktop computers, laptops, printers, mobile devices, and other IT equipment.
• Provide support for Microsoft Windows, macOS, Microsoft 365, and commonly used business applications.
• Assist with network connectivity troubleshooting, including wired and wireless networks, VPN access, and remote connectivity.
• Manage user accounts in Active Directory, including password resets, permissions, and group membership administration.
• Document troubleshooting steps, solutions, and resolutions in the company knowledge base.
• Collaborate with IT team members to resolve technical issues and appropriately escalate complex problems.
• Install, configure, maintain, and support hardware and software according to company standards.
• Participate in IT initiatives such as system upgrades, software deployments, migrations, and infrastructure improvements.
• Support adherence to company IT policies, cybersecurity standards, and best practices.

Requirements

• Associate degree in Information Technology, Computer Science, or a related field; equivalent work experience may be considered.
• Minimum 1 year of experience in a Help Desk, Desktop Support, or Technical Support role.
• Working knowledge of Windows and macOS, Microsoft 365, and common business applications.
• Experience with Active Directory administration, Microsoft 365 administration, and basic network troubleshooting.
• Familiarity with IT ticketing systems such as ServiceNow, Autotask, or ConnectWise, along with remote support tools.
• Strong analytical, troubleshooting, and problem-solving skills with the ability to work independently and with others.
• Excellent verbal and written communication skills and a customer-service orientation.
• Ability to manage multiple priorities, organize workload effectively, and work in a fast-paced environment.
• CompTIA A+, Network+, or Microsoft certifications are preferred but not required.
• Experience troubleshooting network cabling, patch panels, and physical connectivity issues.

Technologies

• Microsoft Windows
• macOS
• Microsoft 365
• Active Directory
• ServiceNow
• Autotask
• ConnectWise
• VPN
• CompTIA A+
• CompTIA Network+

Physical Requirements

• Ability to sit, stand, walk, and move throughout office and manufacturing environments as needed.
• Occasionally lift and carry computer equipment and peripherals up to 50 pounds.
• Ability to work under desks, in network closets, or at equipment racks during installations or troubleshooting.
• Ability to travel between company locations, as required.
• Must be able to use standard office and IT equipment, including computers, mobile devices, and diagnostic tools.

Location

Von Ormy, TX (onsite)