Help Desk Professional

RESPONSIBILITIES:
Kforce has a client in Houston, TX that is seeking a technically skilled Help Desk Professional with strong customer service instincts and a proactive troubleshooting mindset. This role is phone-heavy, requiring over 60% of time spent assisting users via phone. The ideal candidate will have experience handling both Tier 1 and Tier 2 support issues and thrive in a fast-paced, evolving technical environment.

Responsibilities:
* Help Desk Professional will provide technical support primarily over the phone (60%+), resolving hardware, software, and connectivity issues
* Deliver excellent customer service, including de-escalating challenging situations while maintaining professionalism and empathy
* Troubleshoot and resolve issues independently, using a structured and analytical approach
* Support a mixed Tier 1 and Tier 2 environment-this is not a call-routing role
* Document issues and resolutions in the ticketing system and contribute to knowledge base updates
* As a Help Desk Professional, you will collaborate with other IT teams to escalate and resolve complex issues
* Adapt quickly to new systems, tools, and processes in a dynamic support environment

REQUIREMENTS:
* Minimum 1 year of technical support experience over the phone (must meet this threshold)
* Experience supporting both Tier 1 and Tier 2 issues
* Hungry and driven mindset-this is a must-have trait for success in this role
* Strong troubleshooting and problem-solving skills
* Proven ability to work through technical issues independently
* Excellent customer service skills with a focus on de-escalation and user satisfaction

Familiarity with:
* Active Directory (required; Some flexibility depending on candidate pool)
* Admin-level knowledge (e.g., accessing systems, managing security groups, side work) - preferred
* Strong communication and multitasking abilities
* Azure - plus
* ServiceNow - plus
* Jira - plus
* Citrix - plus

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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