Desktop Support Technician

About the role

Houston, TX (Onsite) Contract to Hire Desktop Support Technician. We are looking for a friendly, customer-focused IT Support Specialist to join our team. In this role, you will be the first point of contact for corporate users, helping them resolve technical issues quickly and professionally. Customer service is at the heart of this position. We provide white glove support, so the right person will be patient, approachable, and able to stay calm and positive when users are frustrated. This is a great opportunity for someone with a few years of IT experience who enjoys helping people and wants to keep developing their technical skills in a modern, cloud-based environment.

Responsibilities

• Deliver white glove support: Provide friendly, professional support to corporate users, including executives, in person, by phone, and through tickets.
• Troubleshoot and resolve issues: Diagnose and fix hardware, software, and account issues, and escalate more complex problems to the appropriate team.
• Manage tickets: Log, update, and close tickets in ServiceNow, keeping users informed along the way.
• Support user accounts and devices: Handle password resets, account setup, and access requests in Entra ID, and assist with device setup and management through Intune.
• Support everyday tools: Help users with Microsoft 365 applications, including Outlook, Teams, and OneDrive.
• Onboard and offboard users: Set up and retire workstations, accounts, and peripherals for new hires and departing employees.
• Document your work: Contribute to knowledge base articles and standard operating procedures to help users and teammates.

Requirements

• Experience: 2 to 5 years of experience in IT support, help desk, or service desk roles.
• Customer service: Excellent customer service skills, with a patient, positive, and professional attitude. Experience supporting corporate or executive users is a plus.
• Communication: Ability to explain technical issues clearly to non-technical users.
• Troubleshooting: Solid understanding of basic troubleshooting for Windows, macOS, printers, and network connectivity.
• Microsoft 365: Working knowledge of Microsoft 365