IT Help Desk Specialist

TransCore (TRN), a subsidiary of ST Engineering, is seeking three full-time IT Help Desk Specialists to join our team in Houston, Texas.

Summary:  These positions provide exceptional phone and email support to our customers experiencing software or hardware-related issues within our industry-leading products. Responsibilities include 24hr/7/365 day monitoring and analysis of production systems, dispatch and coordination of field service technicians, research and documentation of identified or reported issues, and professionally written and/or verbal communication with customers (both internal and external).

Essential Duties and Responsibilities Other duties may be assigned.

• Provide technical support regarding our products to our customers experiencing usage or performance-based issues


• Monitor email and phone communication (both internal and external) in order to promptly and properly acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies.


• Handle problem recognition, research, isolation, resolution and follow-up for issues that arise, properly document and escalate more complex problems to supervisor or technical staff as needed.


• Log and track calls and maintain history records and related problem documentation.


• Attention to detail both in communications and monitoring requirements for production systems.


• Maintain an exceptional level of service and adhere to contractual customer performance requirement.


• Collaborate with development, deployment, and field support teams to insure proper issue resolution and customer service.

Requirements and Qualifications: 

• Typically requires a minimum of 2 to 3 years of helpdesk support, or equivalent.


• Associate’s degree in computer science or related discipline and/or comparable work experience


• Strong understanding of help desk support principles including documentation and issue ownership


• Working knowledge of Windows Operating Systems and Microsoft Office applications


• Excellent customer service skills with a focus on call control, attention to detail, and methodical troubleshooting


• Strong analytical skills and reasoning ability to identified solutions to technical issues


• Ability to effectively communicate technical information to both customers and management in written and verbal form.


• Ability to independently manage your time and handle multiple tasks.


• Flexibility to work extra hours as required.

Preferred: 

• A+ Certified


• Jira


• Familiarity with the tolling industry