Computer Help Desk II

Job Description

The role is designed for a technician who can independently resolve common desktop and application issues, provide strong customer service, assist with workstation setup and support, and contribute to efficient day-to-day help desk operations.

Essential Duties And Responsibilities

• Respond to end-user support requests received by phone, email, ticketing system, or in person.
• Troubleshoot and resolve Tier II issues involving Windows workstations, Microsoft 365 applications, printers, peripherals, and routine connectivity problems.
• Support password resets, account access issues, software installation, profile setup, and basic user administration tasks.
• Create, update, track, and close service tickets with clear notes regarding issues, actions taken, and final resolution.
• Escalate unresolved or higher-risk issues to senior technical staff, vendors, or infrastructure teams as appropriate.
• Assist with workstation imaging, deployment, moves, replacements, and new-user technology setup.
• Provide users with guidance on the proper use of hardware, software, and self-service resources when available.
• Support printers, scanners, mobile devices, conference room technology, and other standard office equipment.
• Maintain accurate inventory records for assigned hardware and related IT assets.
• Assist with routine patching support, software updates, preventive maintenance, and endpoint checks.
• Develop or update user guides, knowledge base articles, and standard help desk documentation.
  

Work Environment And Physical Requirements

• Full-time, on-site position based in Killeen, Texas.
• The standard schedule is Monday through Friday during normal business hours.
• Occasional after-hours work may be required for maintenance, support coverage, or deployment tasks.
• Ability to lift and move computer equipment and peripherals up to approximately 40 pounds.
  

Requirements

Required Qualifications

• High school diploma or equivalent required.
• An Associate Degree in Information Technology, Computer Science, or a related field is preferred.
• Two to four years of experience in help desk, desktop support, or end-user technical support roles.
• Experience troubleshooting Windows workstations, Microsoft 365, printers, peripherals, and common software issues.
• Working knowledge of basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN support.
• Strong troubleshooting, communication, customer service, and documentation skills.
  

Preferred Qualifications

• CompTIA A+ preferred.
• Experience with ticketing systems, remote support tools, and basic asset management processes.
• Experience supporting endpoint deployments, onboarding and offboarding tasks, or office technology rollouts.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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