Desktop Support Specialist

Help Desk and Desktop Support Analyst

Duration: 31st December 2025

Location: On site- Quintana, TX

Day shift

Pay rate: $30.00- $39.00 per hour/ W2/ No benefits

Provide timely and professional resolution of user requests for help and other services, provide technical support for end users and prepare hardware for new employees and contractors. Assist in the creation and upkeep of IT documentation and procedures and other knowledge repositories. Contribute to the development of policies pertaining to the help desk and desktop support. This is a hands-on position that involves working in a team-oriented and client-centered environment.

Primary Duties and Responsibilities:

Utilize in house Help Desk solution to record, update and document requests using the IT service desk system and to ensure that user requests are handled promptly and that users are satisfied with resolutions

Work across multiple locations to support a wide range of users

Work with others on the Help Desk & Desktop Support team to provide backup when gaps in coverage occur, including traveling to the terminal if needed

Provide end-user support in-person or remotely by phone, email or remote support tools assist to resolve software and hardware based technical issues on desktops, laptops, handheld devices, printers etc.

Maintain expectations of support requestors around ETA, any impacts repairs may have and follow up to ensure issue resolution

Escalate issues outside area of expertise to a subject matter expert (SME) when applicable

Assist in ensuring data backup and integrity

Help ensure that spare parts inventory is maintained at each site (HQ, plant) by complying with inventory control practices. Employ housekeeping practices to ensure that storage areas are tidy, accessible and items can be found with ease

Update logs of disposed hardware

Provide end-user training and instruction on systems, applications, security best practices, and company/IT policies in order to -maximize end-user productivity

Create, update, and maintain documentation as required and maintain Help Desk Scenarios procedures for troubleshooting

Adhere to all IT policies

Must have or be able to acquire a Transportation Worker Identification Card (TWIC)

Minimum Qualifications and Experience

Computer Service (3+ years)

Customer Support (3 + years)

Enterprise Support Experience (3+ years)

Help Desk Systems Administration (3+ years)

Minimum 2-year degree (preferably in Computer Science) or alternately 2 years experience

Preferred

Plant-site experience

Microsoft Certified Professional MCITP or higher

A+ Certification

Required Knowledge/Skills/Abilities

Experience with network and telecommunication systems in a large enterprise environment

Experience in Active Directory, Windows Networking, and Windows operating systems

Experience in Large Scale System Software Deployment, preferably in SCCM

Experience in Systems Imaging preferably in SCCM

Knowledge in TCP/IP

Knowledge of DNS

Knowledge of RSA Secure ID, AirWatch, Boxer, VPN, Citrix, Exchange, AD, Bitlocker, CommVault, Lansweeper, GoToAssist, SCCM and other similar technologies and tools

Knowledge in Microsoft Domain model

Knowledge of Microsoft Office technologies

Excellent troubleshooting and analytical skills

Application installation and troubleshooting experience in server/client applications

Knowledge of principles and mechanics of document management systems, knowledge of Open Text Content Server end user functions specifically a plus

Application installation and troubleshooting experience in a telecommunications system and network environment

Ability to adapt to and adopt new techniques and technologies

Excellent social skills and the ability to patiently and consistently interact and communicate with people at all levels of the organization in a support and training role

Effective communicator, with excellent written, oral and presentation skills

Team player requiring minimal supervision, with ability to draw on the expertise and knowledge of the team to deliver the best solutions

Ability to deliver results, meet commitments and agreed deadlines

Excellent time management and work prioritization skills

Strong interpersonal skills, including influencing and leadership