Service Desk Technician

About The Colt Group:
 

The Colt Group (Colt) is a national provider of on-line industrial leak repair solutions, offering design, engineering, manufacturing, and installation to clients operating highly utilized, mission-critical industrial process plants. The Colt Group was founded in 1981 and is headquarters in Pasadena, TX.

Job Overview:

The Service Desk Technician plays a critical role in ensuring the seamless operation of an organization's IT infrastructure by providing technical support and troubleshooting services. This position serves as the first point of contact for IT Support within the organization, and is responsible for troubleshooting basic technical issues, providing timely resolutions, and escalating complex problems to higher-level support. The Technician will work closely with other IT team members to implement and maintain connectivity, Windows environments and endpoints, various cloud-based systems, and mobile device support to facilitate efficient communication and productivity. Ultimately, the Service Desk Technician ensures that all technology systems operate reliably, minimizing downtime and enhancing overall business operations.

Essential Functions and Responsibilities: 

• Act as the initial point of contact for all IT-related inquiries via phone, email, or ticketing system.
• Diagnose and resolve basic hardware, software, and network issues.
• Support and troubleshoot mobile devices and software applications to ensure continuous user productivity.
• Assist users with password resets, account access, and application support.
• Document all support requests and resolutions in the ticketing system.
• Escalate unresolved issues to Level 2 or Level 3 support teams as needed.
• Provide on-site support during scheduled visits or emergency situations.
• Maintain knowledge of company systems, applications, and IT policies.
• Ensure compliance with security and data protection standards.

Minimum Qualifications:

• Associate degree or higher in Information Technology, Computer Science, or a related field.
• Proven experience in technical support within a business environment.
• Strong knowledge of Microsoft Windows operating systems and Microsoft 365.
• Experience providing help desk support and remote troubleshooting for hardware and software issues.
• Familiarity with network cabling standards and network connectivity troubleshooting.

Preferred Qualifications:

• Strong communication skills and experience working in a collaborative IT team environment.
• Demonstrated problem-solving skills.
• Certifications such as CompTIA Network , Microsoft Certified: Modern Desktop Administrator Associate, or similar.
• Experience supporting mobile device management (MDM) platforms and mobile operating systems.
• Knowledge of network security practices and firewall management.
• Experience with cloud-based services.

Travel Requirements:

• Up to 10-20% travel to branch locations for on-site support and installations.
• Must have a valid driver’s license and reliable transportation.

Skills:

The Service Desk Technician utilizes administration skills daily to maintain and optimize network connectivity and infrastructure, ensuring reliable communication across the organization. Proficiency in Microsoft Windows and various cloud-based systems, including M365 is essential for managing user accounts, email systems, and operating system issues, which are common daily tasks. Help desk and remote troubleshooting skills enable the specialist to efficiently resolve user problems, minimizing downtime and improving user satisfaction. Knowledge of network cabling and connectivity allows the specialist to diagnose and repair physical network issues, supporting overall system stability. Additionally, supporting mobile devices and software troubleshooting ensures that all technology platforms function cohesively, enabling seamless business operations.

Colt is an equal opportunity employer and considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Colt is a dynamic organization.   Accordingly, the responsibilities associated with this job will change from time to time in accordance with Colt’s business needs.   More specifically, the incumbent may be required to perform additional and/or different responsibilities from those set forth above.