Help Desk Technician

About the Role

Oneida Technology Services (OTS) is actively seeking a highly motivated, full-time Help Desk Technician for an on-site position in Houston, TX.

Key Responsibilities

• Monitor, triage, and respond to user support requests through the ticketing system.
• Troubleshoot hardware and software issues for desktops, laptops, and mobile devices.
• Perform desk-side support tasks, including device reimaging, OS reinstalls, and equipment configuration.
• Provide after-hours support for critical incidents and remote access or telework issues.
• Prepare IT equipment for deployment, relocation, or disposal, following established policies.
• Assist with workstation setups, cabling, and system installations.
• Validate equipment and system performance after maintenance or installation activities.
• Support diagnostics of network equipment under the direction of networking teams.
• Update, track, and maintain asset inventory records.
• Assist with receiving, tagging, and documenting IT equipment.
• Maintain clear, timely documentation of service actions and ticket updates.
• Support IT needs for staff and student training environments.
• Collaborate with IT support teams to ensure consistent service delivery.
• Follow established IT service procedures and best practices to ensure quality and compliance.

Requirements & Tech Stack

• High school diploma with 0–2 years of related IT support experience (or equivalent combination of experience).
• Fundamental IT field support knowledge.
• Experience working with Microsoft Windows operating systems.
• Basic understanding of IT operations & maintenance (O&M) processes.
• Strong customer service, oral and written communication skills.
• Ability to follow documented procedures and work under supervision.
• U.S. Citizen.
• Ability to obtain and maintain a Public Trust Clearance.

Mandatory Certifications

• HDI or SDI certification.
• CompTIA A+.
• ITIL v3 Foundation or ITIL v4.

Preferred Certifications

• CompTIA Security+.
• CompTIA Network+.
• CompTIA Server+.
• Microsoft 365 Certified: Fundamentals (or equivalent).
• AppleCare Mac Technician, Apple Certified Support Professional, or Apple Certified IT Professional.