Help Desk Technician

Remote, but must come to Houston office for meetings. No one more than 100 miles of Houston will be considered.

Job Summary :

The Help Desk Admin is an IT professional responsible for assisting users with computer hardware and software issues. This role involves responding to user inquiries, managing multiple queues, and assessing problems with IT equipment and applications. The ideal candidate should possess strong technical knowledge, effective communication skills, and the ability to multitask. They must be customer-oriented and patient when dealing with challenging situations.

Essential Duties / Responsibilities :

• Serve as the first point of contact for all computer hardware, software, and telecommunications issues and requests.
• Utilize remote capabilities to assist with troubleshooting.
• Provide customer service, help desk, and technical support, including migration, MS Office, and desktop configuration.
• Offer desktop site support by determining the best solutions based on customer-provided details.
• Resolve issues related to installed computer software.
• Troubleshoot printer connection problems.
• Maintain support materials by editing, updating, and generating documents for Service Now, JIRA Knowledge Article, and IT Service Desk knowledgebase.
• Administer Active Directory / Azure, including account creation, shared mailbox creation, security group creation, and file share access.
• Perform password resets for various websites and applications.
• Document and log incident tickets using the Service Now tracking tool.
• Provide support for mobile iOS / Android phones and tablets.
• Assist with VPN software connection issues.
• Create Cisco ISE Vendor VPN accounts.
• Manage OKTA accounts and groups.
• Support Citrix DaaS / VDI on company-issued and customer-owned devices.

Working Conditions :

Minimum Requirements :

Preferred Qualifications :

Additional Knowledge, Skills, and Abilities :