IT Helpdesk Technician Level I Job at TNT Crane & Rigging, Houston, TX

  • TNT Crane & Rigging
  • Houston, TX

Job Description

:

Position Overview: TNT Crane & Rigging is seeking a dedicated and customer-oriented IT Helpdesk Support Technician I to join our growing IT team. This role is responsible for providing first-level support to end users across the organization by troubleshooting hardware and software issues, maintaining IT systems, and contributing to ongoing infrastructure improvements. The ideal candidate will possess a strong technical foundation, excellent customer service skills, and the ability to work effectively in a fast-paced environment.

Key Responsibilities:
  • Respond to customer inquiries via phone, email, voicemail, and instant messaging.
  • Deliver courteous and accurate technical support to end users.
  • Troubleshoot basic hardware and software issues, including desktop computers and enterprise applications.
  • Collaborate with other IT support technicians to resolve application-specific problems.
  • Document and create knowledge base articles, setup procedures, and troubleshooting guides.
  • Install, configure, maintain, and relocate hardware and software components.
  • Resolve Level 1 incidents and escalate more complex issues to appropriate teams (Level 2/3, vendors, or network admins).
  • Track and manage all issues through the ticketing system ensuring timely resolution.
  • Follow established Standard Operating Procedures (SOPs) and helpdesk guidelines.
  • Perform user account provisioning via Active Directory and Office 365.
  • Prioritize helpdesk tickets based on urgency and impact.
  • Support and troubleshoot iPhone, Android, and Samsung tablet devices.
  • Work with Windows 10, 11, VOIP systems, and various IT tools.
Technical Skills & Experience
  • 1+ year of helpdesk or customer service experience in a technical support environment.
  • Experience with ITSM ticketing systems (e.g., Freshservice).
  • Working knowledge of Active Directory and Office 365 administration.
  • Proficient in troubleshooting workstations, mobile devices, and basic networking.
  • Understanding of common software platforms and remote access tools.
  • Experience with Mobile Device Management Systems (e.g., MaaS360)
  • Familiarity with VOIP systems and general telecommunication setup.
  • Excellent analytical and problem-solving skills.
  • Strong communication and customer service abilities.
Preferred Skills
  • Familiarity with ITIL principles and service desk SLAs.
  • Basic understanding of IT metrics and helpdesk performance indicators.
  • Exposure to system imaging, workstation installations, and endpoint management tools.
Education & Certifications
  • Preferred: Associate degree in Computer Science or related field.
  • Preferred: Certifications such as CompTIA A+,Microsoft Certified IT Professional (MCITP).
Working Conditions:
  • Office-based with occasional support at field locations.
  • Ability to work independently or as part of a team in a dynamic, fast-paced environment.
Visa Sponsorship:
  • Please note that TNT Crane & Rigging is not sponsoring visas for this position at the current time. Applicants must have authorization to work in the United States

Job Tags

Full time, Work at office, Relocation, Visa sponsorship

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