Associate Help Desk Specialist II

Role Summary Full time Senior Support Center Specialist role is a contract with potential for conversion. This position requires providing high-quality technical support to end users, addressing a range of hardware, software, and connectivity issues. The specialist serves as a frontline support representative, ensuring timely problem resolution and excellent customer service while supporting IT projects and process enhancements. Responsibilities Serve as the initial point of contact for customer technical issues via phone and email, delivering clear and effective communication. Apply strong customer service skills to meet or exceed end-user expectations. Accurately record, document, update, and close incidents and service requests in the ticketing system. Recommend and implement process improvements to enhance team efficiency and service quality. Assist in developing, mentoring, and training team members on support procedures. Escalate unresolved incidents to the appropriate support levels, providing detailed issue descriptions. Respond to inquiries, troubleshooting local, network, and application-related problems for end users. Perform advanced diagnosis of hardware, software, and connectivity issues. Collaborate with IT teams on hardware/software upgrades, testing, and special projects. Create and maintain knowledge base articles, procedures, and documentation to facilitate issue resolution. Follow up with end users to confirm satisfactory resolution of issues and maintain ongoing communication. Manage a high-volume caseload efficiently, providing prompt and professional support. Work flexible hours, including after-hours, weekends, and holidays, as needed for support coverage. Qualifications Minimum of 5 years of experience in support desk or technical support roles. Proven ability to achieve high first-contact resolution rates. At least 5 years supporting and troubleshooting network connectivity. Working knowledge of ITSM systems, remote support tools, Windows 10/11, and Microsoft 365. Experience providing remote support via Citrix and VPN technologies. Strong verbal and written communication skills tailored for client-facing support. Advanced troubleshooting, problem-solving, and multitasking abilities. Excellent customer service orientation with a commitment to high-quality support. Willingness to work after hours, including weekends and holidays, as needed. Pay Range $30.00 - $32.00 hourly Benefits GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee's life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more! For more detailed information on benefits, please go to GDH's website under the tab for candidates. Equal Employment Opportunity Statement GDH provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, gender, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable federal, state, and local laws. Applicants with disabilities who require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department. Location: Houston, Texas #J-18808-Ljbffr Gdh Consulting, Inc.