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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Support - **Company:** IRON, OAK & ENERGY LLC - **Location:** The Woodlands, TX, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, JIRA, Business Software, Cloud Computing, Computer Networks, Computer Literacy, Issue Tracking Systems, Virtual Private Networks (VPN), System Center Configuration Manager, Network Connections, Windows PowerShell, Azure Active Directory, Remote Service Software, Office365, Software Troubleshooting, Peripherals, Microsoft InTune, Information Technology, Servicenow, User Accounts - **Published:** October 27, 2026 - **Apply:** https://www.careerbuilder.com/job-details/service-desk-support-spring-tx--8c273a4e-ca43-4ac8-ae24-7b73e3780cab ## About the Role Customer Support/Service, Oil and Gas, Documentation, Maintenance Services, Technical Support, Identify Issues, Customer Support/Service, Time Management, IT Service Management (ITSM), Problem Solving Skills, * Associate degree in Information Technology, Computer Science, or a related field preferred. * Equivalent combination of education and experience may be considered. Experience * 1-3 years of experience in IT support, desktop support, or service desk environments. * Experience supporting Microsoft Windows and Microsoft 365 environments. * Experience working with an ITSM or ticketing system. * Experience providing technical support directly to end users. Technical Skills * Working knowledge of Windows 11 and Microsoft 365. * Working knowledge of Active Directory and Azure Active Directory / Microsoft Entra ID. * Experience supporting Microsoft Teams, email, VPN connectivity, mobile devices, printers, and computer peripherals. * Basic understanding of networking concepts and troubleshooting. * Experience with remote support tools and ITSM platforms such as ServiceNow, Jira, Freshservice, or similar systems. * Ability to troubleshoot and resolve common hardware, software, account, and connectivity issues. Preferred Qualifications * Bachelor's degree in Information Technology, Computer Science, or a related field. * CompTIA A+, Network+, ITIL Foundation, HDI Support Center Analyst, or Microsoft certification. * Experience with Microsoft Intune, SCCM/MECM, endpoint management tools, or PowerShell. * Basic knowledge of cybersecurity principles and cloud technologies. Knowledge, Skills & Abilities * Strong customer service and interpersonal skills. * Excellent verbal and written communication skills. * Strong troubleshooting, critical thinking, and problem-solving abilities. * Ability to prioritize multiple requests and manage competing deadlines. * Strong attention to detail and organizational skills. * Ability to work independently while collaborating effectively with other IT teams. * Ability to explain technical information clearly to users with varying levels of technical knowledge. * Ability to maintain confidentiality and follow IT security policies and procedures. How You'll Work * On-site work environment with extended periods of computer use. * May require occasional after-hours or weekend support and participation in an on-call rotation. * May require lifting and moving IT equipment weighing up to 25 pounds. ## Description That means right now is a great time to join us. As Iron Oak Energy grows and evolves, there's real room to make your mark: to bring new ideas, learn new skills, and grow your career right alongside the company. The Opportunity The Service Desk Support serves as the first point of contact for employees, contractors, and authorized users seeking technical support. This position provides timely and professional assistance, diagnoses and resolves technology issues, fulfills service requests, and maintains accurate documentation in the IT service management (ITSM) system. The Service Desk Support helps business operations by providing end-user support, managing support tickets, assisting with user accounts and equipment, and escalating issues to the appropriate IT teams when necessary. What You'll Do * Provide first-level technical support for hardware, software, network connectivity, and other technology-related issues. * Receive, document, categorize, prioritize, and manage incidents and service requests through the ITSM ticketing system. * Troubleshoot and resolve issues involving Windows computers, Microsoft 365 applications, Microsoft Teams, email, VPN connectivity, mobile devices, printers, peripherals, and other approved business applications. * Maintain ownership of assigned tickets through resolution and provide users with timely updates regarding the status of their requests. * Install and configure approved software, computers, laptops, monitors, mobile devices, printers, and other IT equipment. * Assist with hardware provisioning, replacement, inventory, and deployment activities. * Perform password resets, account unlocks, access modifications, and other routine account administration tasks. * Assist with user onboarding and offboarding, including account setup, equipment deployment, and access changes. * Escalate unresolved or complex issues to infrastructure, network, cybersecurity, application, or other appropriate IT teams. * Monitor escalated tickets and follow up as necessary to ensure timely resolution. * Document troubleshooting steps, resolutions, and relevant technical information accurately in the ITSM system. * Utilize existing knowledge articles and contribute to the development and improvement of technical documentation and support procedures. * Provide users with guidance and basic training on IT systems, applications, equipment, and available self-service resources. * Follow established IT policies, procedures, security requirements, and service level expectations. * Participate in after-hours or on-call support as required.