Help Desk Junior Technician

Job Summary

• 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.
• Essential Duties
• 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.
• Competencies
• Organization
• Decision Quality – Making good and timely decisions that keep the organization moving forward.
• Drives Results – Consistently achieving results, even under rapidly changing circumstances.
• Communicates Effectively – Clearly communicates messages through appropriate channels and listens to understand and respond.
• Being Resilient – Rebounding from setbacks and adversity when facing difficult situations.
• Self-Development – Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Position Specific
• Written Communications – Is able to write clearly and succinctly in a variety of communication settings and styles.
• Timely Decision Making – Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure.
• Functional & Technical Skills – Has the functional and technical to do the job at a Junior level of accomplishment.
• Learning on the Fly – Learns quickly when facing new problems, a relentless and versatile learner, open to change; analyzes both successes and failures for clues to improvement, experiments and will try various options to find solutions, enjoys the challenge of unfamiliar tasks.
• Technical and/or Functional Skills & Knowledge
• 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.
• Qualifications:
• 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.
• CompTIA A+ or similar certification a plus.
• 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

Work Environment

While performing the duties of this job, the employee regularly works in a climate-controlled setting, seated continuously and is sedentary the majority of the work day. This position is in a call center with moderate to high noise levels & frequent Compa