Helpdesk Technician I

Provides first-level technical support to internal users by troubleshooting basic hardware, software, network, and account-related issues. This role ensures timely resolution of service requests, accurate documentation, and excellent customer support experience while escalating more complex issues to higher-level support teams as needed.

Responsibilities

Leadership and Direction

• Follow established IT policies, procedures, and service standards.

• Seek guidance from senior technicians or supervisors when dealing with unfamiliar issues.

• Represent the IT department professionally in interactions with employees and vendors.

At the Operational and Company Level

• Monitor and respond to helpdesk tickets, emails, calls, and walk-ups.

• Escalate unresolved issues to Tier II/Tier III/Tier IV support following escalation protocols.

• Maintain accurate records of work performed in the IT ticketing system.

• Deliver on-site IT support at the corporate office by directly assisting staff with troubleshooting and supporting conference rooms and studio equipment.

Do the Work

• Troubleshoot basic issues involving workstations, mobile devices, printers, applications, and connectivity.

• Reset passwords, unlock accounts, and assist with MFA, VPN, and basic system access problems.

• Install, configure, and update standard software packages and security tools.

• Perform routine hardware setups including peripherals, reimages, and equipment refreshes.

• Provide clear, user-friendly instructions and support to employees with varying technical skill levels.

Success Metrics and Competencies, Note: While this job description is intended to be an accurate reflection of the job requirements, it is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Management reserves the right to modify, add, or remove duties from particular jobs and to assign other duties as necessary at any time with or without notice.

• Self-reliance and ability to follow direction.

• Ability to ask for additional clarification and assistance when needed.

• Ability to work both independently and within a team environment.

• Ability to work effectively with other departments and employees at all levels.

• Highly motivated and problem-solving attitude.

• Strong sense of urgency in responding to constituents.

• Effective verbal and written communication skills, in person as well as on the telephone.

• Strong work ethic, attention to detail, and commitment to quality.

• Effective working relationship with internal leaders and peers, as well as external clients.

Qualifications

• High school diploma or equivalent required; associate degree in IT or related field preferred.

• 0-1 year of experience in technical support, IT service desk, or related internship.

• Basic knowledge of Windows OS, MS Office, and common business applications.

• CompTIA A+, ITIL Foundation, or similar certifications preferred but not required.

A career at Bowman means being part of a collaborative, forward-thinking organization where innovation, inclusion, and growth are encouraged at every level. We offer competitive compensation, a supportive work environment, and benefits designed to help our employees succeed.

Our comprehensive benefits package includes:

• Medical, dental, vision, life, and disability insurance

• 401(k) retirement savings plan with company match

• Paid time off, sick leave, and paid holidays

• Tuition reimbursement and professional development support

• Discretionary bonuses and other performance-based incentives

• Employee Assistance Program (EAP), wellness initiatives, and employee discounts

Bowman has an opportunity for a Helpdesk Technician I to join our team in Houston, TX.

At Bowman, we believe in creating opportunities for aspiring people to thrive and achieve ambitious goals. That’s why a career at Bowman is more than a job. It is an opportunity to be part of a diverse and engaged community of professionals, to be treated as a respected and valued member of a motivated team and to be empowered to do exceptional work that advances the best interest of everyone involved. We recognize the importance of creating a work environment that is both rewarding to our employees and supportive of our unwavering commitment to provide unparalleled service to our clients., Are you ready to build a career that makes a lasting impact? At Bowman, our people are at the center of everything we do. We’re committed to creating an environment where employees can thrive both personally and professionally, while helping to shape the infrastructure of tomorrow., Bowman has an obligation to provide and maintain a safe, healthy, and productive environment for its employees and clients. We are committed to maintaining a drug and alcohol-free workplace.