Associate Help Desk Specialist

Associate Help Desk Specialist Location: Onsite - Houston, TX Duration: 11-month contract (potential conversion) Schedule: Standard working hours (after-hours, weekend, and on-call support required) Pay Range: $23.50-30.50/hr | W2 only SummaryOur client is seeking an Associate Help Desk Specialist to serve as the first point of contact for end users needing technical support. This role calls for strong phone etiquette, clear communication, and the ability to resolve both basic and moderately complex technical issues across supported systems. Support is delivered primarily by phone, with additional assistance via email. You will also take part in IT projects and share knowledge across the team. Job Responsibilities: In this role, you will support end users and IT project work within the Support Center, resolving issues quickly and accurately while keeping customers informed. Key responsibilities include:Provide first-level technical support via phone and email queuesTroubleshoot and resolve hardware, software, network, and connectivity issuesCollaborate with IT teams to deploy hardware, software upgrades, new equipment, and servicesAssist with product testing and special projectsContribute to the development and implementation of Support Center processes and procedures Essential Job Duties and Job Functions:Install and configure software applicationsTroubleshoot, diagnose, and resolve moderately complex issues, including system access and network-related concernsReport hardware, software, network, printer, and telephone issuesGather relevant information to identify issues, recommend solutions, or escalate as neededMonitor and track ongoing issues, ensuring timely resolution and appropriate escalationFollow up with customers to confirm successful issue resolutionAccurately document all support interactions in the ticketing systemMaintain and update knowledge base articles, procedures, and documentationSupport flexible scheduling requirements, including after-hours and on-call supportPerform additional duties as assigned Knowledge and Skills:Understanding of Local Area Networks (LAN) and Wide Area Networks (WAN)Experience providing remote support via VPN, Citrix, or wireless connectionsStrong telephone and email etiquetteExceptional customer support and interpersonal skillsExcellent verbal and written communication skillsAbility to work collaboratively in a team while managing a high workload in a fast-paced environmentWillingness to work after hours, some weekends, and holidays Education and Experience:Associate's degree or equivalent experience1-2 years of technical support experience, including phone-based troubleshooting1-2 years of experience supporting networks and related systemsSTI or HDI Help Desk Analyst Certification a plus...