Help Desk Support II

Jobvous LLC - Houston, TX

Provides technical support to system users and customer support staff. Evaluates user needs, defines technical problems, and works with engineering/development staff to determine solutions. Assists customer in implementing solutions. Performs ongoing activities to maintain and enhance overall system performance. Typically reports to a supervisor or manager. Supports tightly managed IT projects/matters of limited complexity as a resource when needed.

Essential Duties & Responsibilities

  • Install, configure, test, maintain, monitor, and troubleshoot end user desktops, laptops, tablets, smart phones and related hardware or software, ensuring all is in proper working order.
  • Receive and respond to problems reported through incoming tickets, calls, walk ups, or via e-mail within the defined service level agreements.
  • Properly document hardware/software failure, repair, installation, and removal in ticketing system.
  • Collaborate with server and network teams to ensure efficient operation of the company’s desktop computing environment.
  • Answer to and perform moves, adds, and change requests as directed.
  • Establish and/or maintain accurate documentation for standards and procedures.
  • Assist in maintaining current upkeep of inventory for all technology assets.
  • Assist to prepare, maintain and uphold procedures to monitor, log and report operational statistics.
  • Maintain printer, copier and fax machines.
  • When necessary, liaise with third party support and PC equipment vendors.
  • Coordinate with branch facilities and third parties to test and conduct audio or video conferences.
  • Perform related duties as assigned or as the situation dictates.


  • Excellent technical knowledge of desktops, laptops, printers, and mobile computing devices (Android and IOS smart phones, tablets, etc.)
  • Hands on hardware troubleshooting and installation experience, including image creation or use.
  • Working technical knowledge of current protocols, operating systems, and standards, including Microsoft Windows 10, Microsoft Windows 7, VPN, TCP/IP, and VM-Ware
  • Expert working knowledge of Microsoft Office software components including Office 365.
  • Knowledge of Symantec Anti-virus.
  • Able to read and understand technical manuals, procedural documentation, and OEM guides.
  • Ability to conduct research into PC hardware and software issues and products as required.
  • Primary work is performed in an office environment and server/phone room. Ability to lift 35+lbs and frequently requires crawling under desks to replace cables, install equipment.
  • Effective interpersonal and relationship building skills.
  • Outstanding customer service skills required.


  • High school diploma required, Associates degree or equivalent IT work experience preferred.
  • 1–3 years of related work experience required.

Posted On: Tuesday, August 13, 2019

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