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# Helpdesk Technician

- **Company:** Hays Specialist Recruitment LLC
- **Location:** Houston, TX, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple IOS, Microsoft Outlook, Computer Networks, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Azure Active Directory, Microsoft SharePoint, TCP/IP, Connectivity Problems, Office365, Peripherals, Microsoft InTune, Information Technology, Laptops, Autodesk Autocad, Servicenow, User Accounts
- **Published:** October 1, 2026
- **Apply:** https://www.juju.com/job/16_88c3a5582

## About the Role

* This role is well-suited to candidates early in their IT career - up to 1 years of
experience in a helpdesk or IT support role, or equivalent demonstrated technical ability,
is preferred

 * Solid understanding of Microsoft 365 applications (Outlook, Teams, SharePoint,
OneDrive)

 * Experience with Windows 10/11 desktop support and troubleshooting
 * Familiarity with Microsoft Entra ID (Azure AD) for user and device management
 * Basic understanding of networking concepts (DNS, DHCP, TCP/IP, VPNs)
 * Demonstrated experience using a helpdesk ticketing system (e.g., Atera, ConnectWise,
ServiceNow, or similar) as a core part of daily workflow

 * Proven ability to manage and prioritize multiple concurrent requests in a fast-paced
environment

 * Exceptional interpersonal and communication skills, with a track record of maintaining
professionalism and empathy when dealing with frustrated or difficult users

 * Strong communication skills with the ability to explain technical issues to non-technical
users

 * A methodical, patient approach to troubleshooting and problem-solving

DESIRABLE (BUT NOT ESSENTIAL)

 * Experience with Microsoft Intune or endpoint management tools
 * Exposure to Microsoft Defender or similar security platforms
 * Knowledge of SharePoint Online or Teams administration
 * Familiarity with Apple iOS and mobile device management (MDM) tools
 * Familiarity with industry software such as the Trimble Suite, Autodesk, or Atera -
experience with these platforms is a bonus, though full training will be provided

 * CompTIA A+, Microsoft certifications (MD-102, MS-900), or equivalent
 * Experience in a trade, construction, or field services environment
 * A genuine eagerness to learn across a broad and varied scope of IT - from end-user
support through to systems, security, and beyond

## Description

Serves as the primary point of contact for staff across the business, providing timely and effective technical support to keep operations productive. Acts as a customer-focused, proactive problem-solver who is skilled in troubleshooting hardware, software, and connectivity issues, comfortable supporting a fast-paced environment, and experienced in managing day-to-day helpdesk operations., * Serve as the first point of contact for all IT support requests via phone, email, and ticketing system.

 * Log, track, prioritize, and manage support requests through the helpdesk ticketing system, ensuring accurate records, timely updates, and clear resolution notes.
 * Diagnose and resolve hardware, software, and network connectivity issues for end-users efficiently.
 * Manage multiple concurrent support requests, effectively balancing urgency and workload.
 * Deliver consistently professional and courteous support to all staff, maintaining composure and a solutions-focused attitude during high-pressure interactions.
 * Set up, configure, and maintain workstations, laptops, mobile devices, and peripherals.
 * Manage user accounts, password resets, and access provisioning in Microsoft 365 and Entra ID.
 * Assist with the onboarding and offboarding of staff, including device setup and account configuration.
 * Escalate complex issues to senior IT team members with clear documentation when appropriate.
 * Contribute to the creation and upkeep of IT knowledge base articles and standard operating procedures (SOPs).
 * Support the rollout and maintenance of IT equipment and software across the business.
 * Assist with basic network troubleshooting, including connectivity, printers, and shared drives.