Part Time Service Desk Onsite

Job Title: IT Help Desk Specialist (Entry Level)

Location: Houston, TX

Role Type: Part-Time 2-3 days per week

Hours: 8:00 AM - 5:00 PM

Job Overview:
The IT Help Desk Specialist will serve as the first point of contact for end-users seeking technical assistance over the phone or via email. This entry-level role will involve responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions.

Responsibilities and Duties:

• Serve as the first line of support for users experiencing IT issues.
• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interview users to collect information about the problem and lead the user through diagnostic procedures to determine the source of the error.
• Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Log and track calls using a problem management database, and maintain history records and related problem documentation.
• Prepare standard statistical reports, such as help desk incident reports.
• Analyze and evaluate incident reports and make recommendations to reduce the help desk incident rate.
• Assist in the development of training materials and procedures, and/or train users in the proper use of hardware and software.
• Stay current with system information, changes, and updates.
• Participate in on-call rotation and provide after-hours support as needed.

Qualifications:

• High school diploma required; degree in computer science or related field preferred.
• Basic understanding of computer systems, mobile devices, other tech products, and network systems.
• Familiarity with Windows/Mac OS environments, Microsoft Office Suite, and ticket tracking systems.
• Ability to diagnose and resolve basic technical issues.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Willingness to learn new technologies and maintain industry knowledge.
• Ability to work independently and within a team environment.

Buchanan Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or genetics. In addition to federal law requirements, Buchanan Technologies complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.