Desktop Support Technician

This is a temporary position running through the end of the year, with the possibility to end prior to or extend beyond, based on business needs. This is a hybrid position - working onsite 2-3 days per week and working remotely the other days. The IT Desktop Support professional is responsible for providing timely and effective support for basic IT issues, including hardware, software, and system access, while delivering excellent customer service to both remote and in-office employees to ensure seamless technology operations across the organization. Responsibilities

Technical Support:

o Acts our primary "tier one" help desk support, handling routine tickets via phone, email, and ticketing system. o Provide clear communication and timely updates to end users. o Log, track, and manage support tickets in the IT service management system o Prioritize and resolve issues within defined SLAs o Escalate complex or unresolved issues to Tier 2 support, as needed.

Hardware Deployment:

o Executing the full lifecycle of employee hardware to prevent downtime for end-users. o Hands-on hardware troubleshooting, inventory management, and the preparation of physical workstations. o Assisting new hires with initial hardware setup and basic account orientations.

Local Office Support:

o Providing "smart hands" support for The Woodlands office infrastructure, including conference room tech and local peripherals. o Act as on-site support for employees during scheduled in-office days, leadership or departmental meetings

• Delivers with excellence other duties as assigned. Questco Expectations
• Partners with all internal departments to promote interdepartmental problem-solving and continuous improvement
• Fosters an inclusive environment and collaborative approach with teammates
• Always act with integrity, abide by our Code of Ethics, Core Values and employee handbook Required Qualifications
• 1+ years of experience in IT helpdesk or technical support
• Experience supporting Windows OS and Microsoft 365 environment
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira, etc.)
• Basic troubleshooting of hardware, software, and network issues
• Knowledge of Active Directory (user account management)
• Understanding of networking basics (Wi-Fi, VPN, connectivity)

Preferred Skills:

• Experience with endpoint devices and mobile support
• Strong customer service orientation
• Success in a fast-paced environment supporting a geographically distributed workforce
• Problem-solving mindset with attention to detail
• Ability to prioritize and manage multiple tasks

Physical Requirements, Language Skills:

• May require occasional after-hours support depending on business needs
• Frequent viewing of a computer terminal with wrist/finger movement to operate a computer keyboard and mouse
• Excellent verbal and written communication skills in writing, phone/video and chat
• Requires sitting or standing for long periods of time
• Must be able to lift and carry up to 40lbs. periodically
• Ability to set up and install basic IT equipment such as monitors, keyboards, and peripherals
• Bend, reach, pull, stoop, and push are all elements of physical activity for this position
• Ability to read small text and troubleshoot on-screen technical issues
• Fluency in English - speak, read and write

Travel:

• Ability to work within The Woodlands Office based on business needs

Pay:

$20.00 - $24.00 per hour

Work Location:

Hybrid remote in Spring, TX 77380