IT Support Technician I
Houston, TX Houston, TX Full-time Full-time 7 days ago 7 days ago 7 days ago Since 1933 Heath Consultants Incorporated is the leading provider of services and equipment to the natural gas and utility industry.
Heath develops and manufactures its equipment in its own world-class facility located in Houston, TX.
Heath Consultant Inc.
is currently looking for a service-minded team player to bring their skills to a stable industry.
If you are looking for a long-term career with a great team, we want to talk to you.
The IT Support Specialist provides level 1 & 2 support to end users across all departments ensuring optimum functionality of the software, workstations, mobile devices, accessories, and printers.
The Support Specialist handles ticketing system flow, coordinates support sessions with users, provides timely assistance, and escalates issues when necessary.
This role includes involvement in ongoing technology projects, researching and managing technology workload across the company.
The IT Support Specialist works independently and performs enterprise level IT support in addition to training and documenting work processes/instructions.
The Support Specialist exercises best judgment, seeking advice or guidance on non-routine or problem areas from peers and/or supervisors.
Responsibilities:
Able to perform tasks previously assigned to Level I & II Technicians and acts as back up when needed.
Researches, resolves, and responds to complex questions or issues received via phone calls, callbacks, or escalations from other service desk team members.
Documents findings, solutions and work instructions in the established knowledge base, ensuring service desk team members and others in the department can follow documented work instructions.
Follows the established ticket workflows, escalates issues that extend beyond Support Specialists span of control and assigns tickets to the appropriate group(s) for resolution.
Develops, defines, and communicates technical service policies/procedures for products supported by the service desk team.
Leads or participates in special projects that enhance the quality and/or efficiency of the service desk services as assigned.
Assists with ordering, receiving, and shipping of computers and peripherals.
Maintains, analyze, and troubleshoot issues with software and computer peripherals.
Assists with maintaining all company IT related hardware/software inventory, including updates of all IT assets by employee and department, as well as date issued and physical location.
Assists in the upkeep of software licensing by following the defined process when installing, upgrading, or deleting software.
Performs basic administrative tasks for systems which fall within the scope of work for the Service Desk as needed with some supervision.
Participates in the development of project plans, service desk processes for various levels of support, and communicates issues.
In addition, will assist in the creation and updating of IT processes and procedures.
Adheres to IT policies, procedures, and system controls and follows change management processes where applicable.
Performs other related duties as assigned.
KNOWLEDGE, SKILLS, AND
Experience:
Bachelor's degree in a related field or equivalent experience in role.
2 to 4 years of hands-on experience in a call center or helpdesk environment with flexibility in shift work and experience troubleshooting end-user technology, both hardware and applications.
A+, Network
and similar certifications preferred.
ITIL Foundations is a plus.
Experience using a service desk ticketing system.
Experience with Dell laptop/desktop diagnostics, repair, and third-party support.
Solid understanding of computer and network systems, LANs, WANs, Internet, or Intranet.
Experience with creating technical documentation including end-user manuals and technical drawings Solid understanding of networking fundamentals including Active Directory, DNS, and TCP/IP.
Experience with O365 and mobile device support, iOS preferred.
Experience with remote access tools:
TeamViewer, Desktop Central, and RDP.
Knowledge of PC hardware configurations, including network printers, VoIP phones, peripherals, and related software.
Experience with disk imaging, endpoint protection software, and printer installation, troubleshooting and maintenance; minor office reconfigurations.
Asset Tracking (installation, maintenance, changes, and surplus equipment) Knowledge of latest Windows OS and MAC OS.
Schedule:
Full-time, Hybrid , Monday through Friday , 8 - 5pm Heath Consultants Inc is an equal opportunity employer and offers competitive salary.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Heath develops and manufactures its equipment in its own world-class facility located in Houston, TX.
Heath Consultant Inc.
is currently looking for a service-minded team player to bring their skills to a stable industry.
If you are looking for a long-term career with a great team, we want to talk to you.
The IT Support Specialist provides level 1 & 2 support to end users across all departments ensuring optimum functionality of the software, workstations, mobile devices, accessories, and printers.
The Support Specialist handles ticketing system flow, coordinates support sessions with users, provides timely assistance, and escalates issues when necessary.
This role includes involvement in ongoing technology projects, researching and managing technology workload across the company.
The IT Support Specialist works independently and performs enterprise level IT support in addition to training and documenting work processes/instructions.
The Support Specialist exercises best judgment, seeking advice or guidance on non-routine or problem areas from peers and/or supervisors.
Responsibilities:
Able to perform tasks previously assigned to Level I & II Technicians and acts as back up when needed.
Researches, resolves, and responds to complex questions or issues received via phone calls, callbacks, or escalations from other service desk team members.
Documents findings, solutions and work instructions in the established knowledge base, ensuring service desk team members and others in the department can follow documented work instructions.
Follows the established ticket workflows, escalates issues that extend beyond Support Specialists span of control and assigns tickets to the appropriate group(s) for resolution.
Develops, defines, and communicates technical service policies/procedures for products supported by the service desk team.
Leads or participates in special projects that enhance the quality and/or efficiency of the service desk services as assigned.
Assists with ordering, receiving, and shipping of computers and peripherals.
Maintains, analyze, and troubleshoot issues with software and computer peripherals.
Assists with maintaining all company IT related hardware/software inventory, including updates of all IT assets by employee and department, as well as date issued and physical location.
Assists in the upkeep of software licensing by following the defined process when installing, upgrading, or deleting software.
Performs basic administrative tasks for systems which fall within the scope of work for the Service Desk as needed with some supervision.
Participates in the development of project plans, service desk processes for various levels of support, and communicates issues.
In addition, will assist in the creation and updating of IT processes and procedures.
Adheres to IT policies, procedures, and system controls and follows change management processes where applicable.
Performs other related duties as assigned.
KNOWLEDGE, SKILLS, AND
Experience:
Bachelor's degree in a related field or equivalent experience in role.
2 to 4 years of hands-on experience in a call center or helpdesk environment with flexibility in shift work and experience troubleshooting end-user technology, both hardware and applications.
A+, Network
and similar certifications preferred.
ITIL Foundations is a plus.
Experience using a service desk ticketing system.
Experience with Dell laptop/desktop diagnostics, repair, and third-party support.
Solid understanding of computer and network systems, LANs, WANs, Internet, or Intranet.
Experience with creating technical documentation including end-user manuals and technical drawings Solid understanding of networking fundamentals including Active Directory, DNS, and TCP/IP.
Experience with O365 and mobile device support, iOS preferred.
Experience with remote access tools:
TeamViewer, Desktop Central, and RDP.
Knowledge of PC hardware configurations, including network printers, VoIP phones, peripherals, and related software.
Experience with disk imaging, endpoint protection software, and printer installation, troubleshooting and maintenance; minor office reconfigurations.
Asset Tracking (installation, maintenance, changes, and surplus equipment) Knowledge of latest Windows OS and MAC OS.
Schedule:
Full-time, Hybrid , Monday through Friday , 8 - 5pm Heath Consultants Inc is an equal opportunity employer and offers competitive salary.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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