IT Support Specialist

Houston, Texas

This posting covers three levels: Level I (Entry level), Level II (Experienced), and Level III (Senior). Placement depends on candidate qualifications, experience, and technical competency.

Key Responsibilities

• Respond to and resolve helpdesk tickets (password resets, account access, application errors, technical problems).
• Install, configure, and troubleshoot desktop/laptop workstations, printers, mobile devices, and peripherals.
• Support user account administration including Active Directory, group policy application, and email systems (Level II and above).
• Troubleshoot network connectivity, VPN access, and basic infrastructure components (switches, access points, cabling) (Level II and above).
• Lead workstation imaging, software deployment, and hardware refresh initiatives (Level III).
• Administer and maintain Microsoft 365 environments, security permissions, and group policies (Level III).
• Identify recurring technical issues and recommend process improvements, knowledge base articles, or user training (Level III).
• Provide mentorship and technical guidance to junior IT Support Specialist staff (Level II and above).
• Support remote and regional office locations via onsite or remote access.
• Travel to field or project sites as needed.
• Maintain accurate records of support activities, resolutions, and asset information in the helpdesk ticketing system.
• Assist senior IT staff with security patching, backup verification, system monitoring, and disaster recovery testing (Level III).
• Communicate clearly with end users to diagnose issues and explain resolutions.
• Provide after-hours support as business needs require.
• Perform special projects and complete other duties as assigned.

How You Will Make An Impact

• Minimize employee downtime by providing prompt, high-quality resolution of technical issues.
• Improve end-user productivity through reliable hardware, software, and network support.
• Strengthen the IT team’s capabilities through mentorship, knowledge sharing, and documentation.
• Contribute to a stable, secure, and well-maintained IT environment.
• Build organizational trust by delivering dependable, professional technical support.

Requirements & Tech Stack

IT Support Specialist I — Entry Level

• High school diploma or GED required.
• Associate’s degree in Information Technology, Computer Science, or related field preferred (2+ years equivalent professional experience considered in lieu).
• No prior professional IT experience required; internship, academic lab, or help desk experience a plus.
• Basic understanding of Windows 10/11 and common desktop/application concepts.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel).
• CompTIA A+ certification preferred but not required.
• Outstanding customer service skills; detail-oriented; self-motivated team player with eagerness to learn.

IT Support Specialist II — Experienced

• Associate’s degree in Information Technology, Computer Science, or related field required.
• Bachelor’s degree preferred (4+ years equivalent professional experience considered in lieu).
• Minimum of 2 years of experience in IT helpdesk or end-user technical support in a corporate environment.
• Solid working knowledge of Windows 10/11, Active Directory, and standard business applications.
• Experience troubleshooting network connectivity, VPN, and basic infrastructure components.
• CompTIA A+ certification required.
• CompTIA Network+ preferred.
• Experience with IT ticketing/asset management tools (e.g., ServiceNow, Jira, Freshdesk) preferred.
• Strong organizational, problem-solving, and communication skills.

IT Support Specialist III — Senior

• Bachelor’s degree in Information Technology, Computer Science, or related field required.
• Minimum of 5 years of experience in IT helpdesk or end-user technical support in a corporate environment.
• Advanced knowledge of Windows desktop and server operating systems, Active Directory, group policy management, and Microsoft 365 administration.
• Demonstrated experience troubleshooting complex network, VPN, and infrastructure component issues.
• CompTIA A+ and Network+ certifications required.
• CompTIA Security+, Microsoft certifications (MS-900, MD-102, AZ-900), or ITIL Foundation preferred.
• Experience with endpoint management solutions (e.g., Intune, SCCM), remote monitoring tools, or IT asset management platforms preferred.
• Familiarity with server administration, virtualization (VMware, Hyper-V), or cloud services (Azure, AWS) preferred.
• Demonstrated ability to mentor junior IT support staff; strong written and verbal communication skills.
• Experience supporting a multi-office or field-based workforce in construction, engineering, or industrial environments preferred.

Physical Requirements

• Ability to sit for extended periods during computer-based work.
• Ability to stand and walk intermittently throughout the workday.
• Occasional lifting of up to 20 pounds.
• Occasional travel to other offices or field locations.