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# IT Help Desk Technician

- **Company:** GENUENT LLC
- **Location:** Houston, TX, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $40,000.0 - $46,000.0
- **Contract:** Temporary to permanent
- **Skills:** Microsoft Windows, Active Directory, User Authentication, Computer Networks, Issue Tracking Systems, Virtual Private Networks (VPN), Office Suite, Okta, ServiceNow IT Service Management, Servicenow
- **Published:** September 18, 2026
- **Apply:** https://www.careerjet.com/job/usd2ed664b3ba9ec86e43495c60002f894/eaa

## About the Role

The technician will deliver remote user support services and work with the ServiceNow ticketing system creating and addressing tickets. The technician will answer technical support calls, work/prioritize tickets accordingly, and collaborate with users and other staff to resolve issues. This position requires strong technical knowledge, customer focused mindset, attention to detail, persistence, follow-up, effective utilization of provided resources. The technician will possess a strong foundation of technical acumen with the ability to acquire additional skills and knowledge from technical training., * 3 years of helpdesk experience troubleshooting

 * 2 years call center experience
 * 2 years ServiceNow experience (ideal) or another ticketing system
 * 5 years Windows 10 & 11 Technical knowledge
 * 2 years 2-factor authentication (Duo, Okta, MS Authenticator)
 * 2 years Office Suite
 * 2 years of Active Directory support
 * 2 years of VPN support
 * Computer networking experience a plus
 * Effective planning & organizing skills
 * Strong problem-solving efficiency
 * Effective communication & documentation skills

## Description

* Performs basic to intermediate-level troubleshooting: Password resets, AD account unlocks, printer configurations, VPN, hardware issues, etc
 * Be in queue answering phone calls on Softphone (Jaber)
 * Create, categorize, triage, update, route, escalate, and close tickets
 * Ensure requests are responded to and resolved within SLA timeframes
 * If attempts to resolve an issue is unsuccessful and next steps are unknown, requests assistance within Teams chat
 * Replies to emails and Teams messages
 * Self-starter - Accepts/self-assigns tickets from the support queue
 * Clearly communicate status on tickets and document resolution
 * Deliver outstanding customer service and satisfaction
 * Ability to work in a team and communicate effectively
 * Provides input to improve technical knowledgebase


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