job summary:
Join a fast-paced enterprise IT organization as an Associate Help Desk Specialist II, where you'll play a key role in delivering exceptional technical support to employees across the business. This onsite opportunity is ideal for an experienced Help Desk professional who enjoys solving complex technical issues, providing outstanding customer service, and working with modern enterprise technologies including Windows 10/11, Microsoft 365, Citrix, VPN, and ITSM platforms. You'll troubleshoot hardware, software, network, and application issues, collaborate with cross-functional IT teams on upgrades and special projects, and contribute to continuous process improvements and knowledge sharing. This contract position offers the potential for permanent employment and is an excellent opportunity for professionals seeking long-term career growth in a collaborative enterprise environment.
location: Houston, Texas
job type: Contract
salary: $24 - 30 per hour
work hours: 8am to 5pm
education: High School
responsibilities:
Job Responsibilities
- Serve as the primary point of contact for end-user technical support via phone and email.
- Troubleshoot and resolve hardware, software, network connectivity, system access, and application issues.
- Document, update, and resolve incidents and service requests within the IT ticketing system.
- Escalate complex issues to the appropriate support teams with thorough documentation.
- Deliver outstanding customer service while maintaining high first-contact resolution rates.
- Support IT initiatives including hardware/software deployments, upgrades, testing, and special projects.
- Create and maintain technical documentation, knowledge base articles, and support procedures.
- Provide end-user training and guidance on supported technologies.
- Monitor open incidents and ensure timely follow-up through resolution.
- Recommend process improvements to enhance service quality and team efficiency.
- Mentor and assist in training other support team members.
- Participate in after-hours, weekend, holiday, and on-call support as required.
qualifications:
Qualifications
Minimum of 5 years of help desk or technical support experience.
Minimum of 5 years supporting and troubleshooting network connectivity issues.
Experience using ITSM ticketing systems and remote support tools.
Strong knowledge of Windows 10/11 and Microsoft 365.
Experience supporting users through Citrix and VPN technologies.
Excellent troubleshooting, analytical, and problem-solving skills.
Strong verbal and written communication skills with a customer-first mindset.
Ability to manage multiple priorities in a high-volume support environment.
High school diploma or GED required.
Must be eligible to work permanently in the United States.
Preferred Qualifications
Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
Microsoft, CompTIA A+, HDI Support Center Analyst, or other relevant IT certifications.
Experience maintaining high first-call resolution metrics.
Experience creating knowledge base documentation and support procedures.
Experience mentoring junior team members.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
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