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Computer Support Specialist
Montgomery, TX
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is a managed IT services provider in the Greater Houston area. We serve as the IT department for businesses across a range of industries, and those businesses count on us to keep their people working. We take that responsibility seriously, which is why we run on documented procedures, a real ticketing system, and a clear escalation path. Everyone on our team knows what good work looks like and who to turn to when something is outside their depth. The Role As our Help Desk Specialist, you are the first person our clients talk to when something is not working. Your job is to listen carefully, ask the right questions, work the problem using our documented procedures, and either resolve it or hand it off cleanly to a senior technician with everything they need to pick it up without missing a beat. This is an entry-level role by design. We do not expect you to know everything on day one. We do expect you to be dependable, curious, and careful, and we have built the training, documentation, and support structure to turn that into real IT skill. What Your Day Looks Like Respond to support requests that come in by phone, email, chat, and our ticketing system. Troubleshoot common hardware, software, and operating system issues on Windows and Mac computers. Assist users with Microsoft 365, email, web browsers, printers, and other everyday business applications. Reset passwords, unlock accounts, and resolve basic user account issues. Connect to user computers with remote support software to diagnose and fix problems. Troubleshoot basic internet, Wi-Fi, and VPN connectivity issues. Install approved software and set up equipment such as monitors, docking stations, printers, and headsets. Document your work in every ticket: the issue, the steps you took, and how it was resolved. Follow up with users to confirm their issue is actually fixed before closing the ticket. Escalate through our defined escalation path when an issue calls for a senior technician. Contribute to our knowledge base by updating guides and FAQs when you solve something new. Provide occasional on-site support for issues that cannot be handled remotely. How We Set You Up to Succeed New technicians are not handed a queue and left to figure it out. From your first week you will have: Documented troubleshooting procedures and an internal knowledge base, so you are never guessing at how we do things. A defined escalation path to senior technicians. Asking for help here is part of the job, not a mark against you.
A structured onboarding plan:
you will shadow experienced technicians and handle your first tickets with backup before anything lands on you alone. Regular feedback from your team lead, so you always know where you stand and what to work on next. Where This Role Can Go The help desk is where our technicians build their foundation, not where they stay. As you master the fundamentals, you will take on more complex tickets and grow toward a senior support role. We would rather promote from within than hire over you, and we will tell you plainly what skills stand between you and the next step. What We Ask of You Basic knowledge of computers, hardware, software, and operating systems. Familiarity with Windows and basic knowledge of macOS. Basic understanding of Wi-Fi, internet connections, and VPNs. Clear written and verbal communication, including the ability to explain technical issues in plain language. Patience, professionalism, and good judgment when working with users who are frustrated or in a hurry. The discipline to follow documented procedures and keep accurate, complete notes on every ticket. A genuine interest in learning new software, systems, and troubleshooting methods. Reliable high-speed internet and a quiet home workspace. Valid driver's license and reliable transportation for occasional on-site visits. Nice to Have 0 to 2 years of customer service, help desk, technical support, or similar experience. Experience troubleshooting computers or helping others with technical problems, in any setting. Familiarity with Microsoft 365, including Outlook, Teams, Word, Excel, and OneDrive.
