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IT Front-Line Support Associate

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Job Title:

IT Front-Line Support Associate

Job Purpose:

Under the direction of the Operations Manager, this position is vital to the overall performance of the organization’s computer systems and networks. The IT Technical Support may install and configure computer work stations, diagnose hardware/software faults and solve technical and applications problems, either over the phone or in person.  

Job Responsibilities:

• Systems Support – Provide basic first-line desktop support to our users, including initial workstation setup, installing and configuring computer operating systems and applications; Guiding staff/clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues.
• Systems Evaluation – Identify measures or indicators of system performance and the actions needed to improve or correct performance relative to the goals of the system.
• Complex Problem Solving – Identify complex problems and review related information to develop and evaluate options and implement solutions.
• Interacts with software vendor to identify and/or improve system functions
• Making Decisions and Solving Problems – Demonstrate active listening and analyze information and evaluate results to choose the best solution and solve problems.
• Asset Management- Implement and manage system processes for tracking, monitoring and managing all IT assets.
• Other duties – Liaise with our IT services partner as needed; Perform other duties as assigned by the Operations manager.

Core Competencies:

• Interpersonal skills – Approachable; able to establish rapport easily; demonstrates empathy with others
• Collaboration – Ability to work within a team setting and leverage strengths of others to accomplish objectives
• Drive – Self-starter who can take initiative to help the team and business grow

Knowledge, Skills and Abilities:

• Computers and Electronics – Knowledge of computer hardware and software configuration and setup
• Customer and Personal Service – Knowledge of principles and processes for providing customer support and personal service; This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
• Telecommunications/Printing – Basic knowledge of VOIP and network printing including knowledge of transmission, broadcasting, switching, control and operation of telecommunications and printing systems
• Communication- The ability to communicate information and ideas in easily understandable terms
• Problem Sensitivity and Solving – The ability to tell when something is wrong or is likely to go wrong and taking action where appropriate to resolve issues


• Minimum of 2 – 3 years of experience in an Information Technology role with a desktop support focus
• Bachelor’s Degree in a technology discipline or related field, preferred but not required

FLSA Status: Non-Exempt
Department: Operations
Reports To: Operations Manager


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