Help Desk Supervisor jobs in Galveston, TX

Job Description

We are seeking a dedicated and customer-oriented individual to join our IT Support team as a Tier 1 Help Desk Technician. In this role, you will be the first point of contact for our customers, providing technical assistance and support for computer systems, software, and hardware.

Responsibilities:

·        Initial Contact Handling: Answer incoming support calls, emails, and ticket requests from users seeking technical assistance. Confirming and updating all contact information to ensure accuracy on all tickets.

·        Issue Diagnosis: Identify and troubleshoot common IT issues, including password resets, software installations, email problems, and hardware malfunctions.

·        Ticket Creation and Management: Track all support requests through our ticketing system, ensuring detailed documentation of issues and resolutions. Escalating complex issues to higher-level support when necessary. 

·        Documentation and Knowledge Base Maintenance: Maintain and update IT knowledge base and documentation to aid in resolution of common issues.

·        Installations: Assist with hardware and software installations and upgrades.

·        Guidance & Instruction: Provide basic user training on IT systems and applications.

·        System Monitoring & SLAs: Monitor system alerts and notifications to proactively address potential issues before they impact users while also working within established Service Level Agreements (SLAs) to ensure timely and efficient resolution of support requests. 

·        Customer Service: Keep a high standard of professionalism and customer service to ensure every user has a positive experience.

·        Training & Development: Keep up with the latest technologies, procedures, and tools to continue enhancing support skills.

·        Hygiene & Appearance: Adhere to good hygiene practices to ensure a clean and professional work environment. 

·        Please note that additional duties may be assigned as needed to meet the evolving needs of the organization.

Qualifications:

·        High school diploma or equivalent.

·        Basic understanding of computer hardware and software.

·        Excellent customer service and interpersonal skills.

·        Strong problem-solving & troubleshooting abilities.

·        Ability to communicate technical information clearly and concisely.

·        CompTia A Certification or 6 months of help desk experience (preferred).

We offer a competitive salary along with a comprehensive benefits package, including health insurance, retirement plans, and paid time off. Additionally, we provide opportunities for professional growth and development to support your role within the company.

Square3 IT is an equal opportunity employer.