IT Support Technician (IB3) – First Line Helpdesk

About the role

The IT Support Technician (IB3) will serve as the first point of contact for all internal users in Houston, providing prompt, courteous technical assistance. You will diagnose and resolve hardware, software and basic network issues, ensuring minimal disruption to productivity and compliance with global IT standards.

Key responsibilities

• Deliver first‑line support via phone, email and on‑site for desktops, laptops, printers and mobile devices.
• Troubleshoot operating system problems on Windows and macOS and resolve Microsoft Office application errors.
• Manage user accounts, password resets and group policy tasks in Active Directory.
• Assist with deployment, configuration and imaging of new computers and peripherals.
• Document all incidents and resolutions in the ticketing system and contribute to the IT knowledge base.
• Escalate complex issues to senior IT staff while ensuring proper hand‑over and follow‑up.
• Adhere to corporate IT policies, security procedures and global standards.

Required profile

• Minimum 2 years of experience in a helpdesk, desktop or technical support role, preferably in a manufacturing or high‑tech environment.
• Strong troubleshooting abilities for common hardware and software problems.
• Excellent verbal and written communication skills with a customer‑service orientation.
• Ability to prioritize multiple requests and work effectively under pressure.
• Self‑motivated and eager to learn new technologies.

Required skills

• Windows and macOS operating systems.
• Microsoft Office Suite.
• Active Directory user and computer management.
• Basic networking concepts: TCP/IP, DNS, DHCP, Wi‑Fi and VPN.
• Hardware support for laptops, desktops, printers and mobile devices.