IT HELP DESK TECHNICIAN Humble TX

OVERVIEW:

Reporting directly to the IT Manager, Cloud & Security, we are seeking an experienced IT Help Desk Technician (Office 365 Support) to join our dynamic IT support team. This role provides an excellent opportunity for a technically skilled and service-driven professional to contribute to enterprise IT operations in a fast-paced, high-availability environment.

As a member of the RS team, the Help Desk Technician will support a culture of operational excellence with a strong focus on end-user experience, IT service delivery, and adherence to organizational values of respect, resilience, safety, and teamwork.

RESPONSIBILITIES:

• Provide Tier 1 technical support to end-users via phone, email, chat, and ticketing systems.
• Diagnose, troubleshoot, and resolve hardware, software, and Microsoft 365 application issues in a Windows-based environment.
• Administer and support Microsoft 365 services, including user provisioning, licensing, and configuration.
• Perform user account management tasks within Active Directory (AD) and Azure Active Directory (Azure AD).
• Support Exchange Online mailbox issues, email flow troubleshooting, and Outlook client configuration.
• Assist with configuration and support of SharePoint Online, Microsoft Teams, and OneDrive for Business.
• Monitor, triage, and manage service desk tickets (ITSM platform) to ensure SLA compliance and accurate documentation.
• Escalate complex technical issues to Tier 2/3 support or system administrators as needed.
• Collaborate with IT infrastructure and security teams to support incident resolution and problem management.
• Assist in the deployment, imaging, and configuration of end-user devices and workstations.
• Support system upgrades, software rollouts, and cloud migration initiatives.
• Maintain and contribute to knowledge base articles, SOPs, and technical documentation.
• Stay current with evolving technologies, Microsoft 365 updates, and IT best practices.
• Perform additional duties as assigned.

TRAINING / QUALIFICATIONS:

• Bachelor's degree in computer science, Information Technology, or related field preferred.
• 3–5 years of experience in IT Service Desk / Technical Support roles.
• Strong hands-on experience supporting Microsoft 365 (Office 365) environments.
• Solid knowledge of:
• Active Directory / Azure Active Directory
• Exchange Online
• Microsoft Teams
• SharePoint Online
• Strong troubleshooting skills across Windows 10/11, Microsoft Office Suite, and endpoint devices.
• Familiarity with ITSM platforms (ServiceNow, Zendesk, or similar).
• Understanding basic networking concepts (DNS, DHCP, VPN).
• Excellent communication skills with a strong focus on end-user support and customer service excellence.
• Ability to work independently in a fast-paced, ticket-driven environment.
• Strong analytical and problem-solving capabilities with attention to detail.
• Certifications such as CompTIA A+, Microsoft Fundamentals (MS-900), or equivalent are a plus.

WORKING CONDITIONS:

• Office environment, hybrid, or remote work depending on business needs.
• May include exposure to plant/industrial environments (heat, cold, dust, or noise) depending on support requirements.

Benefits

• Competitive salary and benefits package with Cigna
• Health, dental, and vision insurance
• 401(k) retirement plan 5% match
• Paid time off and holidays