Job Description
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.
Job Title: Associate Help Desk Specialist
Location: Houston, TX 77064
Duration: 11 Months
Job Type: Temporary Assignment
Work Type: Onsite
Location: Houston, TX 77064
Duration: 11 Months
Job Type: Temporary Assignment
Work Type: Onsite
Position Summary
- The Support Center Specialist delivers efficient, accurate, and customer-focused technical support to end users.
- As the first point of contact, this role requires strong phone etiquette, effective communication, and the ability to resolve both basic and complex technical issues across supported systems.
- Support is primarily provided via phone, with additional assistance through email.
- The role also includes participation in IT projects and knowledge sharing within the team.
Key Responsibilities
- Provide first-level technical support via phone and email queues.
- Troubleshoot and resolve hardware, software, network, and connectivity issues.
- Install and configure software applications.
- Collaborate with IT teams to deploy hardware, software upgrades, new equipment and services.
- Assist with product testing and special projects.
- Troubleshoot and diagnose hardware, software, and connectivity issues for end users.
- Troubleshoot, diagnose, and resolve moderately complex technical issues, including system access and network-related concerns.
- Report all hardware, software, network, printer, and telephone issues.
- Maintain and update knowledge base articles, procedures, and documentation.
- Gather relevant information to identify issues, recommend solutions, or escalate as needed.
- Monitor and track ongoing issues, ensuring timely resolution and appropriate escalation.
- Follow up with customers to confirm successful issue resolution.
- Accurately document all support interactions in the ticketing system.
- Contribute to the development and implementation of Support Center processes and procedures.
- Provide timely, professional, and customer-focused service in a fast-paced environment.
- Work collaboratively within a team setting while managing a high workload.
- Support flexible scheduling requirements, including after-hours and on-call support.
- Perform additional duties as assigned.
Qualifications
- Associate's degree or equivalent experience.
- STI or HDI Help Desk Analyst Certification a plus.
- 1-2 years of technical support experience, including phone-based troubleshooting.
- 1-2 years of experience in the support of networks and related systems.
- Understanding of Local Area Networks (LAN) & Wide Area Networks (WAN).
- Experience providing remote support via VPN, Citrix, or wireless connections.
- Strong telephone and email etiquette.
- Exceptional customer support and interpersonal skills.
- Excellent verbal and written communications skills.
- Must be willing to work after hours, some weekends, and holidays.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Numbers & Facts
| Location | Houston, TX |
| Industry | Computer/IT Services |
| Salary | $24.82–$29.51 |
| Company Size | 100 to 499 employees |
| Year Founded | 2009 |
| Website | http://www.tekwissen.com/ |
About Company
WE THE TEKWISSEN PEOPLE
TekWissen offers you a broader portfolio of services, industry-leading solutions, and the meaningful innovations that give you greater flexibility and speed to respond to market dynamics, reduced costs and risk to improve enterprise performance, and increased productivity to enable growth.
To keep pace with global market demands, TekWissen keeps its finger on the pulse of change. Our organized approach to guiding a project from its inception to closure. Managing projects is becoming more and more important as we enter the digital era. To cope with the pace that this transition demands, a method is required to manage projects so they can yield quality work, while incorporating efficient use of time and resources.
Project involves identifying which quality standards are relevant to the project and determining how to satisfy them.
It is important to perform quality planning during the Planning Process and should be done alongside the other project planning processes because changes in the quality will likely require changes in the other planning processes, or the desired product quality may require a detailed risk analysis of an identified problem. It is important to remember that quality should be planned, designed, then built in, not added on after the fact.
Capabilities and accomplishments in one TekWissen business enhance the opportunity for success in the others. Put simply, TekWissen's unique combination of attributes promotes success.Skills
Level up your application
Professional resume templates
Browse dozens of recruiter approved resume templates, layouts and formats. Choose your favorite and make it your own in minutes.
Free resume templatesFree resume builder
Improve your existing resume or start from scratch and create a standout, ATS-friendly resume. Add job-specific content, download and apply.
Free resume builder