IT Help Desk Support Specialist

We are seeking an IT Help Desk Support Specialist to provide first-line technical support for an oil and gas organization in Midland, Texas. This role responds to support emails and phone calls, troubleshoots common technology issues, and works with centralized IT teams to resolve requests requiring additional assistance., * Answer incoming support phone calls and emails, providing professional and timely assistance.

• Create, prioritize, update, and resolve support tickets, documenting troubleshooting steps and solutions.
• Provide first-line support for Windows computers, Microsoft 365, printers, peripherals, and common business applications.
• Troubleshoot password, sign-in, email, software, and basic connectivity issues.
• Perform authorized password resets and assist with user account and access requests following established procedures.
• Guide users through troubleshooting steps by phone, email, and remote support tools.
• Escalate complex hardware, application, or network issues to the appropriate IT team and follow through on open requests.
• Assist with computer setup, software installation, and equipment deployment using established instructions.
• Support employee onboarding and offboarding activities as directed.
• Communicate ticket status and next steps clearly to end users.
• Collaborate with centralized IT teams and follow company security policies and support procedures.

The ideal candidate is customer-focused, communicates clearly, and enjoys helping users solve technical problems., * Previous experience in help desk, service desk, or end-user technical support.

• Working knowledge of Windows operating systems and Microsoft 365.
• Ability to troubleshoot common computer, printer, software, and basic network connectivity issues.
• Strong phone, written, and customer service skills.
• Ability to manage multiple requests, maintain accurate documentation, and follow established procedures.
• Sound judgment in recognizing when an issue requires escalation.

• Ability to work onsite in Midland Monday-Thursday and provide reliable remote support on Fridays.

• Nice to Have Experience with Microsoft Intune and Windows Autopilot, including device enrollment, provisioning, or deployment.

• Desktop support experience, including building, configuring, imaging, and troubleshooting computers.
• Bilingual English/Spanish communication skills.
• Experience using IT ticketing systems and remote support tools.
• Basic familiarity with Cisco Meraki or other networking technologies.
• Experience supporting users in oil and gas, industrial, or field-based environments.
• CompTIA A+, Microsoft, or similar IT certifications.