IT HelpDesk Support Engineer

Job Title: IT Helpdesk Engineer
Experience: 5 6 Years
Location: Houston, TX
Shift: 12 Hours/Day 15 Days On / 15 Days Off (24/7 Support Environment)

Job Summary:
We are seeking an experienced IT Helpdesk Engineer to provide 24/7 technical support in a rotational shift environment. The candidate will be responsible for handling user issues, system alerts, and service requests while ensuring adherence to defined SLAs.

Key Responsibilities:

• Provide Level 1/Level 2 technical support for hardware, software, network, and user access issues
• Monitor system alerts, incidents, and service tickets in ticketing tools
• Troubleshoot desktops, laptops, printers, and enterprise applications
• Coordinate with infrastructure and application teams for issue resolution
• Document incidents, resolutions, and knowledge base updates
• Ensure compliance with SLAs and uptime targets
• Support remote users and maintain user account management (AD, email, VPN)

Required Skills:

• Strong experience in IT helpdesk / desktop support
• Knowledge of Windows OS, Office 365, Active Directory, and basic networking
• Experience with incident management and ticketing tools (ServiceNow or similar)
• Good communication and problem-solving skills
• Willingness to work 12-hour rotational shifts (15 days on / 15 days off) in a 24/7 support model