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# Associate Help Desk Specialist II

- **Company:** GDH Consulting
- **Location:** Houston, TX, United States
- **Experience:** Expert
- **Salary:** $62,400.0 - $66,560.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Issue Tracking Systems, Citrix Systems, Remote Access Technology, Remote Service Software, Windows Client
- **Published:** July 8, 2026
- **Apply:** https://gdhinc.com/jobs/technical-program-manager-112988/

## About the Role

* Minimum of 5 years of experience in support desk or technical support roles.
 * Proven ability to achieve high first-contact resolution rates.
 * At least 5 years supporting and troubleshooting network connectivity.
 * Working knowledge of ITSM systems, remote support tools, Windows 10/11, and Microsoft 365.
 * Experience providing remote support via Citrix and VPN technologies.
 * Strong verbal and written communication skills tailored for client-facing support.
 * Advanced troubleshooting, problem-solving, and multitasking abilities.
 * Excellent customer service orientation with a commitment to high-quality support.
 * Willingness to work after hours, including weekends and holidays, as needed.

## Description

The Senior Support Center Specialist role is a contract, with a potential for conversion. This position requires providing high-quality technical support to end users, addressing a range of hardware, software, and connectivity issues. The specialist serves as a frontline support representative, ensuring timely problem resolution and excellent customer service while supporting IT projects and process enhancements., * Serve as the initial point of contact for customer technical issues via phone and email, delivering clear and effective communication.

 * Apply strong customer service skills to meet or exceed end-user expectations.
 * Accurately record, document, update, and close incidents and service requests in the ticketing system.
 * Recommend and implement process improvements to enhance team efficiency and service quality.
 * Assist in developing, mentoring, and training team members on support procedures.
 * Escalate unresolved incidents to the appropriate support levels, providing detailed issue descriptions.
 * Respond to inquiries, troubleshooting local, network, and application-related problems for end users.
 * Perform advanced diagnosis of hardware, software, and connectivity issues.
 * Collaborate with IT teams on hardware/software upgrades, testing, and special projects.
 * Create and maintain knowledge base articles, procedures, and documentation to facilitate issue resolution.
 * Follow up with end users to confirm satisfactory resolution of issues and maintain ongoing communication.
 * Manage a high-volume caseload efficiently, providing prompt and professional support.
 * Work flexible hours, including after-hours, weekends, and holidays, as needed for support coverage.


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