TransCore (TRN), a subsidiary of ST Engineering, is seeking full-time IT Help Desk Specialists to join our team in Houston, Texas.
Summary: The 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.
- This position requires a shift-oriented schedule and may involve working day, evening, overnight, weekend, and holiday hours as determined by business requirements.
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
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- 2 to 3 years of help desk support experience or equivalent
- Associate degree in computer science or a related discipline, or comparable work experience
- Strong understanding of help desk support principles, documentation, and issue ownership
- Working knowledge of Windows operating systems and Microsoft Office applications
- Excellent customer service skills, call control, attention to detail, and methodical troubleshooting
- Strong analytical skills and reasoning ability to identify technical solutions
- Ability to communicate technical information effectively in written and verbal form
- Ability to independently manage time and handle multiple tasks
- Flexibility to work extra hours and day, evening, overnight, weekend, and holiday shifts
- A+ certification
- Experience with Jira
- Familiarity with the tolling industry
TransCore Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TransCore and has not been reviewed or approved by TransCore.
-
Healthcare Strength — Health, dental, and vision coverage are described, alongside company-paid life, AD&D, and short-term disability, plus access to an EAP.
-
Retirement Support — A 401(k) plan with company match and immediate vesting of employer contributions is offered, signaling solid retirement support.
-
Leave & Time Off Breadth — Paid holidays, sick days, and PTO are commonly listed, and parental leave is referenced in some contexts.
TransCore Insights
What We Do
A leader in the transportation industry, TransCore provides innovative, technical solutions and engineering services for applications encompassing next generation Open Road Tolling and Traffic Management systems. The company operates award-winning tolling customer service centers for departments of transportation throughout the U.S. and internationally. A pioneer in Radio Frequency Identification systems used in the transportation industry, TransCore secures access for airports, hospitals, parking garages, border patrols, trucking fleets and the rail industry. TransCore is a wholly-owned subsidiary of Roper Technologies, a diversified technology company in the S&P 500, Fortune 1000 and Russell 1000 indices.
.png){kind=logo}
