IT Support Technician (IB3)

The IT Support Technician (IB3) serves as the first point of contact for internal IT issues in Houston, Texas, providing fast, professional troubleshooting and support.

Responsibilities

• Deliver timely, effective first-line support to end-users via phone, email, and in-person for hardware, software, and network issues
• Diagnose and resolve common IT problems, including desktop/laptop issues, printer malfunctions, software application errors, and basic network connectivity problems
• Support end-users with operating system issues on Windows and macOS, plus Microsoft Office Suite and other business-critical applications used in office and advanced manufacturing environments
• Create, modify, and troubleshoot user accounts and permissions in Active Directory and other relevant systems
• Assist with setup, configuration, and deployment of new computers, peripherals, and software, following company standards
• Log all support activity in the ticketing system, including requests, actions taken, and resolutions
• Contribute to and maintain IT knowledge base articles and troubleshooting guides for frequently encountered issues
• Escalate more complex or critical incidents to senior IT staff or specialized teams (such as System Administrators or Network Engineers) with proper handover and ongoing follow-up until resolution
• Follow established global IT policies, procedures, and security best practices for all support work

Requirements

• 2+ years of experience in an IT Helpdesk, Desktop Support, or Technical Support role in a professional environment, preferably in manufacturing, industrial, or a high-tech setting
• Strong troubleshooting skills across common hardware (laptops, desktops, printers, mobile devices) and software issues
• Working familiarity with Active Directory, including password resets and basic group policy fundamentals and backups
• Basic understanding of networking concepts: TCP/IP, DNS, DHCP, Wi-Fi connectivity, and VPN
• Excellent communication skills (verbal and written) with the ability to explain technical topics clearly and patiently to non-technical users
• Strong interpersonal skills and a customer-service-oriented approach
• Ability to prioritize tasks, handle multiple requests efficiently, and perform under pressure
• Self-motivated with a strong desire to learn and adapt to new technologies and processes

Education

• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience

Technologies

• Active Directory
• Windows
• macOS
• Microsoft Office Suite
• TCP/IP
• DNS
• DHCP
• Wi-Fi
• VPN
• CompTIA A+
• CompTIA Network+