IT Helpdesk Technician

We're looking for a reliable, first-line Helpdesk Technician to support our employees, both in the office and on the road. In this shared service role, you will be the go-to person for day-to-day IT issues: troubleshooting PCs and printers, resolving email and account problems, setting up meetings, handling phone support, and generally getting people back to work when a technical issue slows them down. Your days will center on the ticket queue (ManageEngine ServiceDesk) — working through requests, talking directly with staff, and documenting what you did and how you solved it. This is a hands-on support role focused on frontline technical help, not a systems engineering or project leadership position. Reports directly to the parent company's IT Manager, with a dotted line to Crossmark's Chief Operating Officer. This role requires 40–45 hours per week of in-office coverage, generally between 7:00 AM and 6:00 PM, coordinated with the second technician and/or home office IT support, plus occasional after-hours coverage when assigned. Firm Overview Crossmark Global Investments is a faith-based investment management firm located in Houston, TX. The firm provides a comprehensive suite of investment solutions to institutional investors, financial advisors, and the clients they serve. For nearly 40 years, Crossmark has specialized in socially conscious, values-based investment solutions. Rooted in faith, we are bridging the gap between fiduciary rigor and a stewardship heart, operating under the conviction that how we manage our business is as important as how we manage client assets. Crossmark is indirectly owned by a non-profit organization; as a result, our corporate success supports ministry programs. We actively support our employees' passions through matching charitable contributions, paid Volunteer Time Off (VTO), and the opportunity to participate in firm-sponsored mission trips. By supporting these efforts, we not only strengthen our communities but also foster a culture of empathy, collaboration, and social responsibility within our firm. Our “Culture of Caring” is defined by our core values: Integrity, Unity, Stewardship, Servant Leadership and Professional Excellence. Essential Duties and Responsibilities Work incoming helpdesk tickets from email, phone, and walk-up. Support Windows PCs, laptops, monitors, docks, printers, and standard office equipment. Troubleshoot Microsoft 365 and Outlook — email, calendar, shared mailboxes, and distribution lists. Provide first-line remote desktop / Citrix support (install, login, disconnects) and escalated infrastructure issues (Citrix farm, firewall, and GPO issues in particular). Support Webex, Zoom, and Microsoft Teams and other meeting tools, including conference-room displays and audio, and the Citrix VDI plugin used to join meetings from a virtual desktop. Reset passwords, unlock accounts, and help with multi-factor authentication (Duo). Process access requests and complete new-hire and departure technology checklists using applicable onboarding and offboarding templates. Install standard software and help users with everyday business applications (e.g., Salesforce, SharePoint, 1Password, and other line-of-business apps as assigned). Support company iPhones and mobile devices. Process quarantine and reported-phishing tickets (Trend Micro / PhishER / KnowBe4) following the published security process. Set up equipment for new employees and handle guest or visitor access as requested. Provide basic Studio/AV support -- recording equipment, microphones, and cameras -- escalating complex production issues as needed. Track and maintain laptop inventory: assignments, stock levels, and returns or reallocation during onboarding and offboarding. Document every ticket: the problem, what you did, and the result. This Role Does Not Include Senior systems, server, network, or firewall engineering. Owning the Citrix farm, StoreFront, NetScaler, VDA, or GPO design and projects. Owning MDM architecture or the line-of-business applications this role installs or grants access to. Closing tickets with no notes, or inventing tools or processes outside the ticketing system. Skills and Qualifications 1–3 years of helpdesk, service desk, or desktop support experience. Experience using a ticketing system. Working knowledge of Windows 10/11 and Microsoft 365. Clear written and spoken communication. Comfortable calling users and working at their desk. Ability to lift and move typical office equipment (monitors, docks, printers). Citrix Workspace or other virtual desktop support. Webex, Zoom, or similar meeting and phone tools. Active Directory basics (unlock, password, group access). iPhone or mobile-device management support. Comfortable tracking equipment inventory and asset records. Printer and conference-room troubleshooting. Ability to work on-site in Houston during regular business hours. Performance Expectations Tickets are acknowledged and worked in priority order. Every assigned ticket has a written update or resolution. If an issue is not finished the same day, the user still gets a clear next step. Escalations include who, when, the error, and what you already tried. #J-18808-Ljbffr