IT Helpdesk

Hays Specialist Recruitment LLC

Houston, United States of America

yesterday

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Languages

English

Experience level

Intermediate

Job location

Houston, United States of America

Tech stack

Microsoft Windows

Business Software

Issue Tracking Systems

IP Addressing

Networking Basics

Windows Desktop

Wireless Access Point

Wi-Fi Technology

Peripherals

Job description

We are seeking a Tier 2 IT Support Technician to serve as the primary on-site IT presence for our Wichita Falls branch office. This role provides Tier 1 and Tier 2 technical support to end users while working closely with the centralized IT team at headquarters. This position requires a well-rounded technician who can handle daily frontline support while also troubleshooting more complex issues independently and escalating to HQ when appropriate. Tier 1 & Tier 2 End-User Support

Provide frontline (Tier 1) and escalation-level (Tier 2) technical support for:
Windows workstations and laptops
Common business applications
Printers, peripherals, and mobile devices
Diagnose and resolve hardware, software, and connectivity issues
Support new hires with workstation setup, onboarding, and orientation
Deliver professional, customer-focused support to users in the branch office

On-Site IT Support (Remote Office)

Act as the primary on-site IT contact for the Wichita Falls office
Perform basic network troubleshooting:
Connectivity issues
Cabling and patching
Switches and wireless access points
Coordinate with HQ IT teams for:
Infrastructure changes
Systemwide issues
Escalations beyond branch-level support
Maintain local IT equipment, hardware inventory, and spare assets
Support office expansions, moves, and technology upgrades as needed

Process, Documentation & Teamwork

Follow established IT procedures, standards, and change controls
Accurately document work in the ticketing system
Communicate clearly with HQ IT and local leadership
Work independently while remaining fully aligned with the IT team

Requirements

3+ years of hands-on IT support experience (Tier 1 and Tier 2)
Experience supporting Windows desktop and laptop environments
Strong troubleshooting skills and customer service mindset
Basic networking knowledge (IP addressing, switches, cabling, Wi-Fi)
Experience working with ticketing systems
Ability to operate independently at a remote site
Strong communication skills and team-oriented attitude, * Experience supporting branch or remote offices
Familiarity with Microsoft 365 / Entra ID environments
Basic experience with endpoint management tools
CompTIA A+, Network+, or equivalent experience