IT Helpdesk I

Description

About Us:

At Tomball Controls, we specialize in manufacturing custom fuel tanks, custom sound attenuated enclosures, and access platforms for emergency power generators.

We are proud to serve clients across various industries, providing them with high-quality power packaging solutions to meet their specific requirements. With years of experienced team members and a commitment to excellence, we have built a reputation for delivering reliable and durable products on time and within budget.

Job Description:

The Help Desk Level I Technician provides first-level technical support and troubleshooting for end-users, assisting with hardware, software, network, and system-related issues. This role serves as the primary point of contact for IT support requests and is responsible for diagnosing, documenting, and resolving technical problems in a timely and professional manner.

Key Responsibilities:

• Respond to and resolve technical support requests through phone, email, and ticketing systems. 
• Troubleshoot and diagnose issues involving desktop computers, laptops, printers, mobile devices, and other IT equipment. 
• Provide support for Microsoft Windows, macOS, Microsoft 365, and other commonly used business applications.  Assist with network connectivity troubleshooting, including wired and wireless networks, VPN access, and remote connectivity. 
•  Manage user accounts in Active Directory, including password resets, permissions, and group membership administration.
• Document troubleshooting procedures, solutions, and issue resolutions within the company knowledge base. 
• Collaborate with IT team members to resolve technical issues and appropriately escalate complex problems. 
• Install, configure, maintain, and support hardware and software in accordance with company standards. 
• Participate in IT initiatives, including system upgrades, software deployments, migrations, and infrastructure improvements.
• Ensure compliance with company IT policies, cybersecurity standards, and best practices.

Requirements

•  Associate degree in Information Technology, Computer Science, or a related field; equivalent work experience may be considered. 
• Minimum of one (1) year of experience in a Help Desk, Desktop Support, or Technical Support role. 
• Working knowledge of Windows and macOS operating systems, Microsoft 365 applications, and common business software.
• Experience with Active Directory administration, Microsoft 365 administration, and basic network troubleshooting. 
• Familiarity with IT ticketing systems (such as ServiceNow, Autotask, or ConnectWise) and remote support tools. 
• Strong analytical, troubleshooting, and problem-solving skills with the ability to work independently and collaboratively. 
• Excellent verbal and written communication skills with a strong customer-service orientation. 
•  Ability to manage multiple priorities, organize workload effectively, and work in a fast-paced environment. 
• Industry certifications such as CompTIA A+, Network+, or Microsoft certifications are preferred but not required. 
• Experience troubleshooting network cabling, patch panels, and physical connectivity issues.

Physical Requirements: 

• Ability to sit, stand, walk, and move throughout office and manufacturing environments as needed.
• Occasionally lift and carry computer equipment and peripherals up to 50 pounds. 
• Ability to work under desks, in network closets, or at equipment racks when performing installations or troubleshooting. 
•  Ability to travel between company locations, as required. 
• Must be able to use standard office and IT equipment, including computers, mobile devices, and diagnostic tools.

Equal Opportunity Employer/Minorities/Women/Veterans/Disabled

Tomball Controls is an Equal Opportunity and Affirmative Action Employer. Tomball Controls is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.