Help Desk Junior Technician

About the position

The Helpdesk Junior Technician is responsible for providing initial technical assistance and support related to computer systems, hardware, software and peripheral devices. This is a primarily onsite position (~80% onsite, 20% remote) at our Houston, TX call center office. Responds to Helpdesk requests, runs diagnostic programs, isolates problems, and implements solutions in a timely manner. Work with other IT team members to complete various infrastructure projects as assigned. Individual must have an initial level of proficiency in computer hardware and software and possess a passion for technology .

Responsibilities
• Responsible for creating and resolving helpdesk trouble tickets in a timely manner for end-users experiencing problems with computer-related technologies.
• Interview end-users to collect information about problems and lead users through diagnostic procedures to determine source of error.
• Troubleshoot and handle problem recognition, research, isolation, resolution, dispatch and follow-up for routine end-user problems, making repairs and corrections where required.
• Track, follow-up, and communicate to appropriate parties regarding ongoing issues, status and resolution of trouble tickets.
• Install, maintain, troubleshoot and upgrade computers, laptops, zero clients, monitors and peripheral equipment, as well as configuring operating systems and software.
• Educate and instruct end-users on various application and hardware issues and help users in effective use of applications.
• Escalate more complex problems and/or outages to the appropriate team members.
• Will help manage user accounts (Active Directory, e-mail, etc.).
• Will help maintain documentation for installation, configuration, deployment and maintenance procedures and troubleshooting practices.
• Will help with tracking IT equipment; track and decommission obsolete hardware; identify problem equipment and maintain replacement stock.

Requirements
• Junior level experience with the following:
• End user hardware (laptops) and software.
• Microsoft Operating Systems (Window 11).
• Microsoft Office applications (Outlook, Word, Excel).
• Managing user accounts such as in Active Directory.
• Helpdesk tracking systems.
• Strong Customer Service skills.
• Good communication, analytical, problem solving, troubleshooting and time management skills.
• Ability to effectively multi-task and to follow established processes and procedures.
• 1-2 years work experience in Helpdesk and desktop support.
• Primarily onsite position (~80% onsite, 20% remote) at our Houston, TX call center office.
• Work schedule for this position will generally be Monday - Friday, 7am-4pm, adjusted as needed per ARS needs
• Some paid weekend and after-hours work will periodically be needed.
• Ability to travel to remote offices for technical support (may require short multi-day travel a few times a year)
• Ability to learn new skills quickly with minimal guidance.
• Must be able to lift 50 lbs
• Must be able to sit for extended periods of time

Nice-to-haves
• CompTIA A+ or similar certification a plus.