Associate Help Desk Specialist
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Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.
Job Title: Associate Help Desk Specialist
Location: Houston, TX 77064
Duration: 11 Months
Job Type: Temporary Assignment
Work Type: Onsite
Position Summary
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The Support Center Specialist delivers efficient, accurate, and customer-focused technical support to end users.
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As the first point of contact, this role requires strong phone etiquette, effective communication, and the ability to resolve both basic and complex technical issues across supported systems.
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Support is primarily provided via phone, with additional assistance through email.
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The role also includes participation in IT projects and knowledge sharing within the team.
Key Responsibilities
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Provide first-level technical support via phone and email queues.
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Troubleshoot and resolve hardware, software, network, and connectivity issues.
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Install and configure software applications.
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Collaborate with IT teams to deploy hardware, software upgrades, new equipment and services.
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Assist with product testing and special projects.
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Troubleshoot and diagnose hardware, software, and connectivity issues for end users.
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Troubleshoot, diagnose, and resolve moderately complex technical issues, including system access and network-related concerns.
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Report all hardware, software, network, printer, and telephone issues.
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Maintain and update knowledge base articles, procedures, and documentation.
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Gather relevant information to identify issues, recommend solutions, or escalate as needed.
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Monitor and track ongoing issues, ensuring timely resolution and appropriate escalation.
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Follow up with customers to confirm successful issue resolution.
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Accurately document all support interactions in the ticketing system.
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Contribute to the development and implementation of Support Center processes and procedures.
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Provide timely, professional, and customer-focused service in a fast-paced environment.
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Work collaboratively within a team setting while managing a high workload.
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Support flexible scheduling requirements, including after-hours and on-call support.
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Perform additional duties as assigned.
Qualifications
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Associate's degree or equivalent experience.
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STI or HDI Help Desk Analyst Certification a plus.
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1-2 years of technical support experience, including phone-based troubleshooting.
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1-2 years of experience in the support of networks and related systems.
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Understanding of Local Area Networks (LAN) & Wide Area Networks (WAN).
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Experience providing remote support via VPN, Citrix, or wireless connections.
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Strong telephone and email etiquette.
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Exceptional customer support and interpersonal skills.
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Excellent verbal and written communications skills.
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Must be willing to work after hours, some weekends, and holidays.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
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