Service Desk Technician (4 days onsite, 1 day remote)

Location: Houston, TX (local candidates only, no relocation)

Employment Type: Long Term Contract with potential to convert to Direct Hire

About the Role

We’re looking for a Service Desk Technician I to join our IT team and deliver exceptional technical support to our employees. This role is perfect for someone who thrives on solving problems, providing outstanding customer service, and learning new technologies.

Key Responsibilities

• Provide technical assistance for phone, email, self-service, and desk-side requests with a strong focus on customer service.
• Document incidents accurately in HEAT software and ask probing questions to identify root causes.
• Assess and escalate critical issues, prioritize tasks, and coordinate with IT teams for timely resolution.
• Communicate effectively with users during escalations and keep leadership informed of major incidents.
• Collaborate with vendors and internal teams to troubleshoot and expand knowledge base.
• Track and document project time accurately.

What We’re Looking For

• Education: Associate degree or technical program certificate.
• Experience:
• 1+ year providing technical and operational support for computer hardware and applications.
• Familiarity with ITSM tools, remote support tools, Microsoft Windows OS, and Microsoft Office Suite.
• Skills:
• Strong customer service and communication skills.
• Ability to multitask and learn new technologies quickly.
• Problem-solving, planning, and adaptability in dynamic environments.
• Positive attitude and self-motivation to grow in the IT field.

Work Environment & Schedule

• Office-based role with occasional extended hours as needed.
• Must comply with corporate dress code.
• Ability to sit for extended periods and perform tasks requiring manual dexterity.