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Help Desk Technician I

Location: Baytown, TX

Position Summary

The Help Desk Technician I provides front-line technical support for end users, systems, hardware, software, network connectivity, Microsoft 365 services, and business technology used across the organization. This role is responsible for troubleshooting day-to-day IT issues, assisting with user onboarding and offboarding, supporting endpoint devices, documenting tickets, and helping maintain a secure and reliable technology environment.

This position is ideal for someone with strong customer service skills, solid technical fundamentals, and the ability to work hands-on in both office and field environments. The role may include supporting users remotely, troubleshooting network and WiFi issues, assisting with physical infrastructure such as printers, cameras, time clocks, and Ethernet cabling, and helping enforce security practices such as MFA, password standards, endpoint protection, and security awareness.

Key Responsibilities

User Support & Help Desk Operations

·         Provide first-level technical support for employees both in person and remotely.

·         Respond to, document, prioritize, and resolve support requests through the ticketing system.

·         Manage multiple tickets while maintaining timely communication and follow-up with users.

·         Troubleshoot hardware, software, Windows 11, Microsoft 365, Outlook, Teams, printers, peripherals, iPads, and other endpoint issues.

·         Assist users with password resets, account access issues, VPN connectivity, WiFi problems, Teams meetings, and general productivity tools.

·         Perform network connectivity testing and basic troubleshooting for wired and wireless connections.

·         Support remote management tools used to assist users and maintain endpoints.

·         Write clear ticket notes, knowledge base articles, user guides, and internal support documentation.

Identity, Access & Microsoft 365 Administration

·         Assist with user onboarding and offboarding, including account creation, access changes, and equipment preparation.

·         Support Microsoft 365 Admin Portal tasks, including licensing, mailbox support, Teams support, and account management.

·         Assist with Active Directory and Microsoft Entra ID user administration.

·         Manage password resets, security group membership, and basic access permissions.

·         Support authentication and MFA enforcement using Microsoft Authenticator, YubiKeys, and related tools.

·         Help maintain secure account practices and escalate access concerns when needed.

Network, Server & Infrastructure Support

·         Assist with basic DHCP, DNS, VPN, WiFi, and network connectivity troubleshooting.

·         Support Windows Server environments and domain controller-related tasks under direction.

·         Assist with Cisco switch support, basic port troubleshooting, and network device coordination.

·         Assist with firewall management tasks under the direction of senior IT staff.

·         Help support IP cameras, time clocks, badge/ID systems, parking permit systems, and related business technology.

·         Run and support Ethernet cabling, including work in attic spaces and other physical infrastructure areas when required.

·         Assist with endpoint protection tools, security awareness efforts, and basic incident response activities.

Hardware, Facilities-Adjacent IT & Asset Support

·         Configure, deploy, troubleshoot, and maintain desktops, laptops, iPads, printers, peripherals, and other IT equipment.

·         Create employee badges/IDs and assist with parking permit administration.

·         Track, organize, and dispose of retired IT equipment through approved e-waste recycling processes.

·         Maintain accurate inventory records for assigned technology assets.

·         Support conference room technology, Teams meetings, and general meeting support needs.

·         Travel to the Bay City site as needed to provide onsite support.

Required Qualifications

·         Minimum of 2 years of help desk, desktop support, or similar IT support experience.

·         Working knowledge of Windows 11, Microsoft 365, Outlook, Teams, and common business applications.

·         Experience with Active Directory and/or Microsoft Entra ID user administration.

·         Basic understanding of DHCP, DNS, VPN, WiFi, and network troubleshooting.

·         Familiarity with ticketing systems and remote management tools.

·         Basic understanding of Windows Server and domain environments.

·         Ability to troubleshoot printers, peripherals, mobile devices, and endpoint hardware.

·         Familiarity with MFA tools such as Microsoft Authenticator, YubiKeys, or similar authentication methods.

·         Basic PowerShell fundamentals preferred.

·         Strong written documentation skills, including ticket notes, user guides, and knowledge base articles.

·         Ability to prioritize incidents, manage multiple open tickets, and follow up with users professionally.

·         Must have reliable transportation to and from work.

·         Must be able to travel to the Bay City site as needed.

Preferred / Stretch Qualifications

·         The following experience is preferred but not required:

·         SNMP monitoring or network monitoring tools.

·         Virtual machine support or basic virtualization concepts.

·         Radio programming and radio inventory management.

·         SAP support experience.

·         PA system support.

·         Group Policy Object, or GPO, administration.

·         Additional experience with Cisco switching, firewall support, or network infrastructure.

·         Experience supporting IP camera systems, access control systems, time clocks, or badge systems.

Skills & Competencies

·         Strong customer service mindset with active listening skills.

·         Patience when supporting users with varying technical skill levels.

·         Conflict resolution and de-escalation skills.

·         Critical thinking and structured troubleshooting ability.

·         Clear written and verbal communication.

·         Strong documentation habits.

·         Ability to work independently while knowing when to escalate.

·         Comfortable working in hands-on environments, including attic spaces or physical cabling areas.

·         Security-conscious approach to user support, access management, and endpoint protection.

·         Ability to balance urgent issues with routine support requests.

Physical & Work Requirements

·         Ability to lift, carry, move, and install standard IT equipment such as desktops, monitors, printers, network equipment, and peripherals.

·         Ability to run Ethernet cable and work in attic spaces or similar environments as needed.

·         Ability to sit, stand, walk, bend, climb, and work in office or field environments.

·         Must be able to work onsite in Baytown and travel to the Bay City site when required.

·         Must maintain reliable transportation.

Example Duties

·         Set up a new employee account in Active Directory, Entra ID, and Microsoft 365.

·         Configure MFA using Microsoft Authenticator or YubiKeys.

·         Troubleshoot a user’s Outlook profile, Teams audio issue, or VPN connection.

·         Replace or troubleshoot a printer, badge printer, iPad, desktop, or peripheral.

·         Test network drops, troubleshoot switch ports, or assist with WiFi connectivity issues.

·         Document recurring issues and create a knowledge base article for future reference.

·         Assist with offboarding by disabling accounts, removing access, collecting hardware, and updating inventory.

Escalate firewall, server, or network issues when they require senior-level intervention.