IT Technician- Entry Level

We are hiring an entry-level IT Technician who is ready to begin or advance their career in a fast-paced, customer-focused, and collaborative environment. This position is our first line of support and will handle submitted IT Help Desk tickets, in-person walk-ups, phone calls, and Microsoft Teams message communications. You will troubleshoot a wide range of technical and non-technical issues and work closely with our team to deliver excellent support to our employees and contractors.

The member will provide priority and dedicated support to our internal Remote Operations Center (ROC) who supports field units in West Texas, New Mexico, and other states around this great nation.

Our department believes strongly in customer service with a smile, gratitude, and all with a servant’s heart and attitude. We value professionalism, courtesy, patience, and a willingness to serve. If you enjoy helping people, solving complex IT problems, learning new trade skills, and being part of a supportive team, you will be a great fit here. We like to laugh, have fun, but know when to hunker down and get busy resolving issues for our staff and services. The goal in our environment is to maintain a 98-100% uptime in all sites, and we need personnel who share that same vision.

What is Expected

• Provide first-line of defense and support for all IT help desk requests and tickets.
• Troubleshoot hardware and software issues.
• Assist with Outlook, Teams, Windows, applications, printers, network connectivity, and much more.
• Assign tickets to appropriate IT members based on roles and responsibilities within the team.
• Install and terminate Ethernet cable when needed.
• Support walk-up requests and provide in-person customer service.
• Nicely ensuring all personnel know of and follow company IT policies and procedures.
• Escalate unresolved issues to Tier 2 support where needed.
• Collaborate with the IT team to resolve issues quickly.
• Consistently shadow team members to learn more within the environment for personal growth through on-the-job training (OJT).
• Participate in on-call rotation.
• Assist in maintaining a secure environment by following internal processes and best practices.

Do you have experience in IT department experience?, Do you have a High school diploma or GED?, * CompTIA A+, Network+, Security+, ISC2 CC, Microsoft *, or other equivalent IT-related certifications. Please be prepared to provide cert ID #’s upon request or in the submitted resume.

• <1-3 years of IT experience or equivalent higher education in combination with certifications.
• High school diploma or GED at a minimum.
• A very strong interest in learning and growing within the IT industry.
• Be prepared, if requested, to complete a practical skills review as part of the hiring process.
• Must live in the Houston area or planning on your own to relocate to the city. Relocation assistance is not provided.

Preferred Qualifications

• Have an Associate or Bachelor’s degree in an IT-related program in combination with certifications but a degree is not required.
• Additional IT certifications related to the job at hand.
• Customer service certified or experienced with supporting customers in person from differing industries.
• Experience handling Help Desk requests or tickets.
• Experience supporting Windows and Linux workstations.
• Deep understanding of support in critical infrastructures, i.e., IT/OT environments and First Responder emergency priorities.

Pulled from the full job description

• On-the-job training
• 401(k)
• Health insurance
• Vision insurance
• Dental insurance

• Life insurance, Available Schedule(s): 1st Shift: 7 AM - 7 PM (Monday through Saturday) 2nd Shift: 7 PM - 7 AM (Monday through Sunday), * Medical

• Dental
• Vision
• 401k
• Optional life insurance