12 IT jobs in Baytown

Description
Key Responsibilities:
+ Provide Level I-IV support for DevOps and infrastructure-related issues.
+ Perform daily health checks and storage monitoring for VMware environments.
+ Utilize tools like Datadog, ERTG, and PRTG for proactive system monitoring and alerting.
+ Support and maintain custom-coded applications, including API integrations and EKG deployments.
+ Troubleshoot and manage S3 buckets: creation, modification, and ongoing support.
+ Investigate and resolve firewall-related issues, including rule validation and updates.
+ Respond to escalations from QA/QC teams and address health check failures or customer-reported issues.
+ Maintain and support both Windows and Linux systems in a 24/7 operational environment.
Requirements
Qualifications:
+ 3+ years of experience in Infrastructure or DevOps support roles.
+ Strong understanding of VMware, S3, firewall configurations, and API deployments.
+ Experience with monitoring tools such as Datadog, PRTG, and ERTG.
+ Proficiency in Windows and Linux system administration.
+ Ability to work in a fast-paced, 24/7 support environment with rotating shifts.
+ Excellent troubleshooting and communication skills.
Preferred Skills:
+ Familiarity with custom application support and DevOps pipelines.
+ Experience with cloud platforms (AWS, Azure) and infrastructure automation.
+ Knowledge of security best practices and networking fundamentals.
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Opportunity Details

Full Time Associate Help Desk Specialist

Associate Help Desk Specialist

JOB-10044874

Anticipated Start Date

9/1/2025

Location

Houston, TX

Type of Employment

Contract Hire

Employer Info

Our client is an American natural gas and crude oil pipeline company with headquarters in Houston, Texas. It is one of the largest publicly traded partnerships and a leading provider of midstream energy services to producers and consumers of natural gas, natural gas liquids (NGLs), crude oil, refined products and petrochemicals.

Job Summary

The Support Center Specialist will provide customer service-oriented technical support to customers efficiently and accurately. You will have exceptional phone etiquette when interfacing with customers as the front liner, and you will solve basic and complex technical problems in all assigned areas for the organization. This includes providing support for requests made primarily over the phone but also via email. The role also requires assisting with IT projects and sharing resolutions with team members.

• Provide first-level contact and convey resolutions to customer issues in an effective manner.
• Utilize excellent customer service skills and exceed customers' expectations.
• Ensure proper recording, documentation, and closure in the ITSM system, Remedy preferred.
• Properly escalate unresolved incidents to the next level of support with a detailed description of the issue.
• Update customer data and produce activity reports for management.
• Respond to phone and e-mail inquiries that are placed to the Support Center, and directly interact with end-user customers to resolve local and network-related issues.
• Troubleshooting and diagnosing of hardware, software, and connectivity issues for end users.
• Work with other IT groups to roll out hardware and software upgrades; implement new equipment and services; assist with new product testing and special projects.
• Analyze and resolve moderately to complex PC hardware, software, system access, network, and other technical issues.
• Perform end-user operation/procedure training and/or documentation.
• Follow up with end users to ensure problems are resolved successfully and satisfactorily.
• Track the status of all ongoing issues and escalate to management as appropriate.
• Document and update written knowledge base policies and procedures.
• Be able to manage a heavy caseload and respond to user requests in a timely fashion.
• Work a flexible schedule; provide off-hours support on an on-call basis.
• Walk customers through the problem-solving process.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Preserve and grow your knowledge of help desk procedures, products, and services.

Skills Required

• 3 Years of proven working experience in providing Help Desk support
• Maintain a high first-contact resolution percentage.
• 3 Years experience supporting and troubleshooting connectivity to networks.
• Working knowledge of ITSM system, remote control software, Windows 10/11, Office 365.
• Experience with remote support through Citrix, and VPN.
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Excellent customer service orientation and service
• Microsoft Certifications, A+, or other relevant IT Certifications.

Education/Training/Certifications

• High School degree or GED

"We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law."

Opportunity Details

Full Time Associate Help Desk Specialist

Associate Help Desk Specialist

JOB-10044874

Anticipated Start Date

9/1/2025

Location

Houston, TX

Type of Employment

Contract Hire

Employer Info

Our client is an American natural gas and crude oil pipeline company with headquarters in Houston, Texas. It is one of the largest publicly traded partnerships and a leading provider of midstream energy services to producers and consumers of natural gas, natural gas liquids (NGLs), crude oil, refined products and petrochemicals.

Job Summary

The Support Center Specialist will provide customer service-oriented technical support to customers efficiently and accurately. You will have exceptional phone etiquette when interfacing with customers as the front liner, and you will solve basic and complex technical problems in all assigned areas for the organization. This includes providing support for requests made primarily over the phone but also via email. The role also requires assisting with IT projects and sharing resolutions with team members.

• Provide first-level contact and convey resolutions to customer issues in an effective manner.
• Utilize excellent customer service skills and exceed customers' expectations.
• Ensure proper recording, documentation, and closure in the ITSM system, Remedy preferred.
• Properly escalate unresolved incidents to the next level of support with a detailed description of the issue.
• Update customer data and produce activity reports for management.
• Respond to phone and e-mail inquiries that are placed to the Support Center, and directly interact with end-user customers to resolve local and network-related issues.
• Troubleshooting and diagnosing of hardware, software, and connectivity issues for end users.
• Work with other IT groups to roll out hardware and software upgrades; implement new equipment and services; assist with new product testing and special projects.
• Analyze and resolve moderately to complex PC hardware, software, system access, network, and other technical issues.
• Perform end-user operation/procedure training and/or documentation.
• Follow up with end users to ensure problems are resolved successfully and satisfactorily.
• Track the status of all ongoing issues and escalate to management as appropriate.
• Document and update written knowledge base policies and procedures.
• Be able to manage a heavy caseload and respond to user requests in a timely fashion.
• Work a flexible schedule; provide off-hours support on an on-call basis.
• Walk customers through the problem-solving process.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Preserve and grow your knowledge of help desk procedures, products, and services.

Skills Required

• 3 Years of proven working experience in providing Help Desk support
• Maintain a high first-contact resolution percentage.
• 3 Years experience supporting and troubleshooting connectivity to networks.
• Working knowledge of ITSM system, remote control software, Windows 10/11, Office 365.
• Experience with remote support through Citrix, and VPN.
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Excellent customer service orientation and service
• Microsoft Certifications, A+, or other relevant IT Certifications.

Education/Training/Certifications

• High School degree or GED

"We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law."

Westlake offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance peoples' lives through our products and presence in the communities in which we operate.

SUMMARY

The Service Desk Supervisor's role is to focus on the successful resolution of technical issues related to computer applications, electronic systems, and devices. Supports the operation of the organization's computing infrastructure, Interacts with vendors, IT customers, and other department managers in the organization. Ensure that all IT User Services are secure, reliable and performing as needed, meeting business expectations at reasonable costs.

DUTIES AND RESPONSIBILITIES

May include, but are not limited to, the following:

• Service Desk Supervisor's main goal is to meet IT customer needs
• Must be knowledgeable of specific products used by IT customers, as well as updates, upgrades and limitations
• Must ensure the Service Desk team provides knowledgeable and applicable advice to IT customers in a welcoming and professional manner.
• Monitors communications to ensure that the Service Desk team projects a positive attitude towards customers. Follows up on the areas in which communications need improvement.
• Provide training to ensure the Service Desk team provides helpful advice, and exhibits patience, to IT customers, from novice to expert.
• Work with the Human Resources department to recruit and screen applicants, and participate in the interview process
• Monitor Service Desk team performance, conduct employee reviews, give out feedback and make themselves available for questions and concerns
• Create or request metric reports from ServiceNow ticketing application to measure Service Desk agent performance
• Oversee operations and maintenance of Service Desk and IT/IS Problem Tracking and Response Systems.
• Responsible for developing guidelines and procedures to improve the quality of service their team delivers
• Prepares work schedules to verify that sufficient employees are available to handle internal and/or external inquiries. Scheduling must alleviate the problem of overworked Service Desk team members.
• Communicate with Service Desk Supervisor and ServiceNow system administrator to perform consistent efficiency enhancements to the ServiceNow application to provide the highest level of IT customer assistance.
• Stay abreast of the most current and relevant industry news, by attending trainings, conferences, and other relative IT events.
• Participate in Change Management meetings to present or discuss changes that may affect the IT Service Desk and users supported
• Coordinate or perform application and IT and security audits, including retention of records and evidence for Sarbanes Oxley requirements.
• Work with IT Infrastructure and IS Application Teams to meet required application performance and availability targets.

QUALIFICATIONS

Service Desk Supervisor must be organized and have an excellent ability to communicate and problem solve.

• Possess strong leadership quality
• Work well in team environment
• Strong time management skills
• Excellent listening, verbal, and written communication skills
• Strategic thinking skills
• High emotional intelligence
• Basic understanding of IT structure
• Excellent attention to detail
• Microsoft Office
• IT Systems
• Service Desk Management Software

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• B.A./B.S. in Computer Science or another technical field preferred.
• 10 to 15 years' experience in on-site computer support. Some management experience preferred.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. The employee must regularly lift and/or move up to 5 pounds, frequently lift and/or move up to 10 pounds, and occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Significant digital dexterity, e.g. using computer keyboard is required. Use of oral communication to perform work is required.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate as normally based in an open office concept. May also result in exposure to outside elements and may require usage of stairs and elevators. Travel up to 25%; air or auto travel may occasionally be required.

Westlake is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristics protected by applicable legislation.

If you are an active Westlake employee (or an employee of any Westlake affiliates), please do not apply here.You will apply via the Jobs Hub application in Workday.

Description

Title: Help Desk Support Technician
Department: Process Innovation Center
Location: Irvine, CA
Supervisor: Director of Digital Innovation
FLSA Status: Non-Exempt
Position Status: Full-Time

Work Status (Remote/Hybrid/In-Office): In-Office

HELP DESK SUPPORT TECHNICIAN

Hanwha Qcells USA Corp ( Qcells USA), headquartered in Irvine, CA, specializes in providing utility-scale modules, solar photovoltaic (PV), and battery energy storage systems (BESS) project development, along with Engineering, Procurement, and Construction (EPC) services for solar and BESS projects nationwide. Qcells USA delivers comprehensive turnkey solutions encompassing the entire utility-scale project lifecycle. By choosing Qcells USA for turnkey solutions, customers can reduce uncertainty and risk, leading to enhanced investment returns and contributing to a more sustainable future.

Qcells USA's complete turnkey solutions seamlessly integrate the expertise of our Development, Module, and EPC teams, while ensuring close coordination with other vital internal groups such as Project Finance, Systems Integration, and Legal. This collaborative approach ensures that Qcells USA projects deliver exceptional value and performance. With several multi-billion-dollar investments, Qcells is pioneering the establishment of the only complete module supply chain in the U.S., including the expansion of our Georgia module manufacturing facility, which stands as the largest in the Western Hemisphere.

As an integral part of the global Qcells brand, Qcells USA benefits from a legacy of excellence in photovoltaic manufacturing. Qcells is renowned worldwide for its high-performance, superior-quality solar cells and modules. With dual headquarters in Seoul, South Korea (Global Executive HQ) and Thalheim , Germany (Technology & Innovation HQ), Qcells operates under the umbrella of Hanwha Group, a FORTUNE Global 500 company and one of the top 8 business conglomerates in South Korea.

SUMMARY

We are seeking a diligent and customer-focused Help Desk Support Technician to join our team in Irvine, CA . The ideal candidate will play a key role in delivering critical IT support to a diverse user base, ensuring the efficient resolution of technical issues and the seamless operation of daily IT functions. This position is essential to maintaining our IT infrastructure and delivering high-quality support to end-users. This position reports to the Director of Digital Innovation , or another management personnel that the CEO of the Company may designate. This is a full-time, on-site role based in Irvine , CA , with standard working hours from Monday to Friday, 8:00 AM to 5:00 PM (local time). Occasional travel of up to 5% may be required. Overtime and weekend working hours may be required as needed. This position is expected to travel up to 5 %.

Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment visa at this time .

ESSENTIAL JOB FUNCTION & RESPONSIBILITIES

• Serving as the first point of contact for IT support within the organisation.
• Install, configure, and deploy computer software, hardware, networks, and peripheral equipment.
• Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity for end-users.
• Conduct user training sessions on basic IT functions and applications.
• Collaborate with other IT team members to escalate and resolve complex technical issues.
• Document support activities, resolutions, and troubleshooting steps.
• Maintain inventory of IT assets and equipment, ensuring accuracy and timely updates.
• Adhere to IT policies, procedures, and security protocols to safeguard company data and resources.
• Regular attendance, in accordance with company's attendance policy and supervisory assignment, is an essential job duty requirement for this position
• Perform other duties and special projects, as assigned by Management

REQUIRED QUALIFICATIONS

• High school diploma or equivalent; bachelor's degree in computer science or related field preferred.
• Proven experience (2+ years) in a help desk support role or similar IT support position.
• Strong proficiency in troubleshooting hardware, software, and network issues.
• Experience with Microsoft Office 365 administration and support is highly desirable.
• Familiarity with Windows and Mac operating systems.
• Excellent communication and interpersonal skills with a customer-centric approach.

EXAMPLES OF PHYSICAL DEMANDS

• Stationary Position: frequently remains stationary up to 90% of the time and sitting up to 8 hours in a day
• Move/Traverse: infrequently bend, stand, stoop and/or walk
• Carry Weight: infrequently carry weight and/or lift objects (light to heavy) weighing up to 10 pounds
• Hearing and Speech: frequently communicates with the ability to hear and talk on a regular basis with employees, coworkers, and all personnel matters; must be able to exchange accurate information in these situations
• Sight: frequent use of sight to detect images on computer, office documents, and office objects near and far
• Climb: occasionally ascends/descends on stairway to get to office upper and lower floors
• Travel: up to 5 % as needed

EXAMPLES OF WORK ENVIRONMENT

• Regular professional, office business setting
• Noise level ranges from low to moderate (if in office setting)
• Noise level ranges from moderate to high (if on construction worksite)
• Under the Office Mobilization Plan (OMP) policy, the role may transition to an onsite or hybrid arrangement, as determined by business needs and the Head of Department

SALARY RANGE FOR POSITION

The anticipated starting pay range of this position, which is to be located in Irvine, CA is $69,000 - $84,000 base salary per year.

This job position is specific to Qcells USA Corp. only and not any other Hanwha affiliates. The above-listed salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. The salary range shared in the job description is for the listed position and only pertains to the candidate if they work in Irvine, CA. Actual compensation is influenced by a wide array of factors including but not limited to internal pay equity, skill set, education, licenses and certifications, geographic location, essential job duties and requirements, and the necessary experience relative to the job's minimum qualifications. If candidates are considered for a nationwide role, then the compensation range will follow the marketability of the job function within those states. An additional discretionary bonus structure or incentives may be offered as part of the overall compensation package, in addition to the full range of medical, dental, and/or other benefits, dependent on the level and position offered.

Hanwha Qcells is proud to be an at-will Equal Opportunity Employer and prohibits discrimination against race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, pregnancy, citizenship, disability, protected veteran status and any other classification protected by applicable federal, state or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

It is important to note that the job descriptions provided by Qcells USA Corp are not intended to be comprehensive lists of all duties, responsibilities, or qualifications associated with the positions. Duties and responsibilities may change at any time with or without notice, reflecting our dynamic and evolving work environment.

We are committed to the full inclusion of all qualified individuals. As part of this commitment, Hanwha Qcells will provide reasonable accommodations to all qualified individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment. Please contact us to request accommodations at (email protected) .

Nothing in this statement shall imply implicitly or explicitly a guarantee of employment outside our at-will employment opportunity.

This job position is specific to Qcells USA Corp. only and not any other Hanwha affiliates. The above-listed salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. The salary range shared in the job description is for the listed position and only pertains to the candidate if they work in Irvine, CA. Actual compensation is influenced by a wide array of factors including but not limited to internal pay equity, skill set, education, licenses and certifications, geographic location, essential job duties and requirements, and the necessary experience relative to the job's minimum qualifications. If candidates are considered for a nationwide role, then the compensation range will follow the marketability of the job function within those states. An additional discretionary bonus structure or incentives may be offered as part of the overall compensation package, in addition to the full range of medical, dental, and/or other benefits, dependent on the level and position offered.
You may view your privacy rights by reviewing Qcells' Privacy Policy or by contacting our HR team for a copy.

Job Description

Provide general IT infrastructure, software and system support to end users through telephone, remote desktop support, printed reports and in person.

Resolve IT related issues in a timely manner and ensuring they are properly logged in service management tools

Escalate issues to the appropriate IT technical personnel in a timely manner to avoid downtime or loss of data.

Manage issues to resolution within the IT support management systems.

Enhance support documentation and issue / solution database.

Install new software and maintain and / or upgrade existing software.

Evaluate and replace or repair hardware.

Install and configure new hardware

Resolve basic communication issues.

Maintain procedures and solution documentation related to issues.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form ( . The EEOC "Know Your Rights" Poster is available here ( .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: .

Skills and Requirements

3+ years of experience in a technical support role

Proficient with Active Directory, (group policies, rights, etc.)

Experience ServiceNow ticketing system (receviing tickets both through ticketing system and email)

Experience troubleshooting Level 1 issues and assigning tickets to appropriate team if escalated null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to

Job Title: Systems Administrator / Help Desk Support
Location: Houston, Texas, Onsite
Job Type: Full-Time
Job Summary:

As a Systems Administrator/ Help Desk Support, you will be responsible for the day-to-day operations, maintenance, and security of the organization's IT systems. You will work closely with the 3rd party service provider to ensure proper operations of all IT systems to include hardware, software, and networks run smoothly, enabling employees to perform their tasks efficiently. Your role involves troubleshooting technical issues, implementing security measures, and optimizing system performance.

Key Responsibilities:

1. End User Support:
• Provide end user support, resolving problem tickets and implementing requests for new capabilities.
• Provision and decommission user devices, installing/uninstalling standard and ad hoc software.
• Provision and decommission Office 365 user accounts and licenses.

2. User Account Management:
• Create, modify, and delete user accounts in Active Directory or other directory services.
• Manage access control and permissions for users and groups.
• Provide user support for login and authentication issues.

3. System Maintenance and Troubleshooting:
• Install, configure, and maintain server hardware and software.
• Monitor system performance, identify issues, and resolve them promptly to minimize downtime.
• Conduct routine system updates, patches, and upgrades.
• Diagnose and troubleshoot hardware and software problems.

4. Network Management:
• Configure and manage network devices, including routers, switches, and firewalls.
• Monitor network traffic and ensure optimal network performance.
• Set up and maintain Virtual Private Networks (VPNs) for secure remote access.

5. Security Management:
• Work with 3rd party service provider to implement and enforce security policies and best practices.
• Install and maintain antivirus and anti-malware software.
• Conduct regular security audits and vulnerability assessments.
• Respond to security incidents and take appropriate actions.

6. Backup and Disaster Recovery:
• Work with 3rd party service provider to develop and maintain backup and disaster recovery plans.
• Regularly back up critical data and test restore procedures.
• Ensure data integrity and availability in case of hardware failures or disasters.

7. DNS Records Management
• Collaborate with web developers to manage DNS hosting
• Maintain health of domains across companies/tenants

8. MSP Liaison
• Serve as liaison between 3rd party service provider and company
• Manage upcoming enhancement projects and implementations with 3rd party service provider

9. Virtualization and Cloud Services:
• Work with 3rd party service provider to deploy and manage virtual machines in virtualized environments (e.g., VMware, Hyper-V).
• Work with cloud platforms (e.g., AWS, Azure) to deploy and maintain cloud-based services.

10. Documentation and Reporting:
• Maintain documentation of system configurations, procedures, and policies.
• Generate reports on system performance, security incidents, and resource utilization.

Qualifications:
• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Minimum two (2) years proven experience as a Systems Administrator, Help Desk Support or similar role.
• Proficiency in operating systems (Windows Server, Linux), network protocols, and hardware.
• Familiarity with virtualization technologies (VMware, Hyper-V) and cloud platforms (AWS, Azure).
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Relevant certifications (e.g., CompTIA Network+, Microsoft Certified: Azure Administrator Associate) are a plus.
NOTES:
discretionary year end bonus based on companys financials
M-F 9-6 in office Galleria

Job Description
Provide general IT infrastructure, software and system support to end users through telephone, remote desktop support, printed reports and in person.
Resolve IT related issues in a timely manner and ensuring they are properly logged in service management tools
Escalate issues to the appropriate IT technical personnel in a timely manner to avoid downtime or loss of data.
Manage issues to resolution within the IT support management systems.
Enhance support documentation and issue / solution database.
Install new software and maintain and / or upgrade existing software.
Evaluate and replace or repair hardware.
Install and configure new hardware
Resolve basic communication issues.
Maintain procedures and solution documentation related to issues.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form ( . The EEOC "Know Your Rights" Poster is available here ( .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: .
Skills and Requirements
3+ years of experience in a technical support role
Proficient with Active Directory, (group policies, rights, etc.)
Experience ServiceNow ticketing system (receviing tickets both through ticketing system and email)
Experience troubleshooting Level 1 issues and assigning tickets to appropriate team if escalated null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to

General Overview
3.1 The Deskside Services Technician is responsible for providing technical support directly to end users, resolving hardware and software issues, maintaining IT systems, and supporting internal business processes. The role requires a positive attitude, technical expertise, and the ability to work independently or as part of a cross-functional IT support team.

Key Responsibilities

• Provide end-user support and resolve IT requests/issues with a professional, helpful attitude.
• Install and configure company-approved software.
• Identify, troubleshoot, and resolve or escalate hardware and software issues to the appropriate teams.
• Image, configure, and deploy laptops and desktops.
• Assist new hires with data backup to OneDrive and orientation on Help Desk support procedures.
• Manage and support mobile devices through Verizon MDM (Mobile Device Management).
• Create and manage user accounts in Active Directory.
• Maintain and update team inventory, software libraries, and procedural documentation (SOPs, "How-To" guides).
• Maintain and support audio/visual conferencing equipment in conference rooms.
• Provide technical research and answers to other Fii department inquiries.
• Perform regular inventories and asset audits.
• Support the OT (Operations Technology) production IT support team as needed.
• Assist in the technical setup and support for corporate events.
• Act as a liaison between internal teams and Google-partner accounts.
• Help maintain printers: replace toner/ink, submit service tickets when necessary.

Requirements
Education & Experience

• Bachelor's degree in Computer Science or equivalent experience

Skills

• Strong customer service and communication skills
• Ability to troubleshoot a wide range of technical issues
• Proficient in hardware and software installation, configuration, and maintenance
• Familiarity with Active Directory and basic networking concepts
• Experience with mobile device management and ticketing systems (preferred)

Security
6.1 All personnel must agree to and sign a Non-Disclosure Agreement (NDA) upon hiring.

Quality Records
7.1 Accurately enter all required information into Help Desk ticketing systems for tracking and resolution.