Associate Help Desk Specialist

RESPONSIBILITIES:
Kforce has a client that is seeking an Associate Help Desk Specialist in Houston, TX.

Responsibilities include, but are not limited to the following:
* Provide first-level technical support via phone and email queues
* Troubleshoot and resolve hardware, software, network, and connectivity issues
* Install and configure software applications
* Collaborate with IT teams to deploy hardware, software upgrades, new equipment, and services
* Assist with product testing and special projects
* Troubleshoot and diagnose hardware, software, and connectivity issues for end users
* Troubleshoot, diagnose, and resolve moderately complex technical issues, including system access and network-related concerns
* Report all hardware, software, network, printer, and telephone issues
* Maintain and update knowledge base articles, procedures, and documentation
* Gather relevant information to identify issues, recommend solutions, or escalate as needed
* Monitor and track ongoing issues, ensuring timely resolution and appropriate escalation
* Follow up with customers to confirm successful issue resolution
* Accurately document all support interactions in the ticketing system
* Contribute to the development and implementation of Support Center processes and procedures
* Provide timely, professional, and customer-focused service in a fast-paced environment
* Work collaboratively within a team setting while managing a high workload
* Support flexible scheduling requirements, including after-hours and on-call support
* Perform additional duties as assigned

REQUIREMENTS:
* Associate's degree or equivalent experience
* 1-2 years of technical support experience, including phone-based troubleshooting
* 1-2 years of experience in the support of networks and related systems
* Understanding of Local Area Networks (LAN) & Wide Area Networks (WAN)
* Experience providing remote support via VPN, Citrix, or wireless connections
* Strong telephone and email etiquette
* Exceptional customer support and interpersonal skills
* Excellent verbal and written communications skills
* Must be willing to work after hours, some weekends, and holidays
* STI or HDI Help Desk Analyst Certification a 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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