Computer Help Desk II

Description

Centex Technologies seeks a Computer Help Desk II to provide second-level end-user support for office-based operations in Killeen, Texas. This full-time, on-site position is responsible for responding to service requests, troubleshooting hardware and software issues, supporting user accounts and devices, documenting resolutions, and escalating more complex issues when needed.

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.