Senior IT Support Specialist

Senior IT Support Specialist role supporting users across the United States and Canada, with onsite desk-side support for the Houston office.

Responsibilities

• Resolve standard and advanced help desk incidents, requests, and access issues for users across the U.S. and Canada
• Handle live chats, ServiceNow tickets, email requests, and other approved Service Desk support channels
• Deliver deskside and onsite support for the Houston office, including hardware, software, peripherals, conference room technology, connectivity, and user setup
• Troubleshoot Windows and macOS endpoints, Microsoft 365, applications, printers, peripherals, mobile devices, and collaboration tools
• Support mobile device management activities: device enrollment, configuration, compliance, application access, troubleshooting, and user guidance
• Work tickets through to resolution in ServiceNow, including accurate categorization, prioritization, notes, communications, time entries, and closure details
• Identify recurring problems and contribute to knowledge articles, support documentation, standard operating procedures, and service improvement efforts
• Escalate complex issues to Desktop Engineering, Infrastructure and Network, Information Security, Application Support, vendors, or other resolver groups while maintaining ownership through handoff
• Support hardware deployment, replacement, imaging, configuration, inventory updates, and asset lifecycle activities in coordination with IT Asset Management
• Support employee lifecycle activities such as onboarding, transfers, terminations, workstation moves, and conference room support
• Participate in technology projects and office changes, including hardware refreshes, endpoint initiatives, and assignments from the Manager, IT Service Desk
• Join the IT Service Desk after-hours and weekend on-call rotation, approximately once every six weeks
• Maintain a professional, customer-focused presence with clear, timely communication to users and stakeholders

Requirements

• Associate’s or bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related field, or equivalent relevant experience
• 5+ years of progressive IT support or end-user technology experience in a corporate environment
• Strong hands-on experience supporting Windows and macOS endpoints, Microsoft 365, business applications, peripherals, printers, mobile devices, and collaboration tools
• Working knowledge of mobile device management, including device enrollment, compliance, application deployment, and related troubleshooting
• Experience using an ITSM platform, preferably ServiceNow, across incident, request, task, priority, escalation, and knowledge management workflows
• Strong troubleshooting skills across hardware, operating system, application, identity, connectivity, and access issues
• Experience providing deskside support onsite in a corporate office, including independent support with users onsite
• Ability to manage live chat and multiple concurrent tickets while maintaining service quality and accurate documentation
• Customer service, communication, organization, prioritization, and problem-solving skills
• Preferred experience with endpoint security and management platforms such as Microsoft Intune and Entra ID (or comparable tools)
• Ability to participate in after-hours and weekend on-call rotation approximately once every six weeks
• Ability to work onsite in the Houston office as required and support users across the United States and Canada
• Customer-focused technology professional who provides calm, reliable, practical support
• Strong ownership, accountability, organization, and follow-through
• Excellent communication and stakeholder management skills across cultures and geographies
• Ability to influence standards and outcomes without formal people-management authority
• Comfortable working independently in a highly mobile role with changing priorities and time-sensitive office go-lives

Technologies

• ServiceNow
• Windows
• macOS
• Microsoft 365
• Mobile device management
• Microsoft Intune
• Entra ID
• ITSM platform
• Service Desk
• ServiceNow tickets
• ServiceNow incident
• ServiceNow request
• ServiceNow task
• Endpoint management

Location: Houston, TX (onsite)