Help Desk Technician (Hybrid, Houston Area)

Work arrangement: Approximately 75% on-site at client offices throughout the Greater Houston area, with the remainder in remote support and ticket management.

About the Role

We’re an IT support provider serving multiple client companies across the Greater Houston area. We’re looking for a help desk specialist who handles first-line troubleshooting both on-site and remotely, communicates clearly with clients by phone and email, and keeps tickets moving toward resolution. This is a fast-paced, team-oriented role that requires travel between client locations. Responsiveness, urgency, and thorough documentation are essential.

Responsibilities

• Travel between client offices throughout the Greater Houston area to provide on-site support
• Work multiple tasks across several clients in a single day while managing on-site visits
• Answer inbound calls and emails from clients and perform initial troubleshooting
• Provide remote support across client environments when on-site presence isn’t needed
• Monitor and manage the Zendesk queue, including routing tickets to the right technicians
• Keep tickets updated and prevent them from going stale
• Provide backup support to technicians to help move tickets to resolution quickly
• Communicate with clients on open tickets and perform callbacks
• Document all work clearly and completely in each ticket, including on-site visits
• Multitask across several active tickets and requests at once

Requirements

• Reliable personal transportation and a valid driver’s license. This role requires daily driving across the Greater Houston area.
• Willingness and ability to travel to multiple client sites in a single day
• Proficiency across all Windows operating systems
• Proficiency with Microsoft Office applications and Microsoft 365
• Hardware troubleshooting
• Troubleshooting third-party software issues
• Strong written communication. Email composition is a core part of this job, and all work is documented.
• Fluent, professional spoken English
• Experience with ticketing systems (Zendesk experience preferred)
• Ability to respond quickly and maintain a sense of urgency
• Comfort working in a team environment
• Reliable availability during CST business hours

What We Expect

• Prompt responses to incoming requests
• Punctual arrival at client sites and clear, professional conduct on-site
• Clear, professional, and well-documented communication in every ticket
• Proactive follow-up so no ticket goes stale
• Reliable, consistent availability

Pay: $20.00 - $22.00 per hour

Expected hours: 40.0 per week

Benefits

• Paid time off

Experience

• Help desk: 1 year (Preferred)

Work Location: Hybrid remote in Houston, TX 77015