Help Desk Specialist

3 weeks ago

Houston, United States Torethan L.L.C. Full time

Overview:

Join Torethan, a dynamic IT Consulting and Managed Service Provider (MSP) company, as our IT Help Desk Technician. This role is the first point of contact for clients seeking technical assistance over the phone or via email. It is ideal for someone who is passionate about technology and customer service and aims to grow their technical skills in a supportive environment.


Key Responsibilities:

- Provide first-level contact and problem resolution for all users with hardware, software, and applications problems.

- Resolve user-reported issues using available tools and following procedures and policies for the handling of support cases.

- Escalate unresolved problems to tier 2 support personnel.

- Maintain a high degree of customer service for all support queries and adhere to all service management principles.

- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.

- Utilize and maintain the help desk tracking software.

- Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

- Monitor and respond quickly and effectively to requests received through the IT help desk.

- Provide stats for the weekly Help Desk report on call trends.

- Publish support documentation to assist staff with requests for information and provide staff training if required.

- **Conduct onsite visits for hands-on support and deployment of IT projects within the city and occasionally to other cities, ensuring successful implementation and resolution of complex issues.**

- **Travel to client sites to provide end-to-end support, from setup and installation to routine maintenance and troubleshooting, as part of a proactive customer service approach.**

- **Participate in special projects requiring onsite IT support, collaborating with cross-functional teams to ensure on-time and efficient project execution.**

Qualifications:

- Proven experience as a help desk technician or other customer support role.

- Tech savvy with working knowledge of office automation products, databases, and remote control.

- Good understanding of computer systems, mobile devices, and other tech products.

- Ability to diagnose and resolve basic technical issues.

- Excellent communication skills and a customer-oriented attitude.

- Degree in IT, Computer Science, or a relevant field is a plus.

- **Willingness and ability to travel as needed for project deployment and support.**


What Torethan Offers:

- A vibrant and inclusive company culture.

- Opportunities for professional growth and advancement.

- Competitive salary and benefits package.

- Exposure to a variety of technologies and projects.


This position provides a fantastic opportunity to engage with multiple facets of the IT sector and significantly develop your technical troubleshooting skills. If you are a problem solver and enjoy working in a fast-paced, ever-changing environment, Torethan is the place for you.

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