Associate Help Desk Specialist

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

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.