IT Help Desk Support Agent

Job Title: IT Help Desk Support Agent

Reports To: IT Manager

Location: San Antonio, TX

FLSA Status: Non-Exempt/Hourly

Position Status: Full-Time

Work Schedule: Monday - Friday 9 am - 6 pm

Pay Range: $16.00 - $20.00 per hour

Travel Time: may require occasional in/out of state travel

Job Summary

The IT Help Desk Support Agent requires a strong knowledge of computer hardware and software and proficient knowledge in troubleshooting technical problems. The IT Help Desk Support Agent will work closely with employees, management, and IT vendors with a variety of IT skills levels. A strong knowledge of computers and how they operate, which includes having a broad understanding of hardware and software, operating systems and basic computer programs is required.

Essential Duties and Responsibilities

• Provide functional IT Support to all user levels within the Organization
• Provide exceptional customer service to our end-user
• Diagnose computer problems, networking technology issues, install software, and perform tests on computer equipment and programs
• Troubleshoot technical problems over the phone, remote and in-person
• Setup and deploy IT equipment, network equipment, monitor systems, perform maintenance
• Assist with drafting general IT procedures and technical documentation (i.e., tutorials, how-to-guides)
• Small percentage of travel may be required depending on project assignment
• Periodic special projects and duties may be assigned based on Company need and requirements
• Must be able to perform a variety of duties, often changing from one task to another, with frequent interruptions or distractions and within tight deadlines
• Other Duties as Assigned

Qualifications Required

• Has familiarity in a technical role (i.e., Computer Repair, Systems Management, IT Support, etc.)
• Knowledge in matters related to: Computer Hardware, Telecommunication, Logistics, Networking
• Knowledge of Microsoft Windows family of Operating Systems
• Knowledge Microsoft Office 365
• Ability to understand and convey Company Policies and relevant industry standards
• Ability to analyze and configure data for reporting purposes
• Ability to handle all Department and Company matters with confidentiality and in a timely matter
• Ability to effectively communicate while exercising diplomacy, sound judgment and tact
• Ability to deal effectively with co-workers, department supervisors and managers, and other consultants and/or vendors
• Ability to meet deadlines on time with minimal supervision
• Ability to work flexible hours depending on various departmental project deadlines and/or Company sponsored programs (may include evenings and weekends)

Core Competencies

• General office and telephone skills are required
• Basic Computer Skills are required
• Logistics experience preferred but not required
• Excellent written and verbal communication skills
• Exceptional organizational and prioritization skills
• Proactive, self-starter, goal oriented
• Maintain a positive attitude and composure in an IT Support role
• Uphold Company’s Mission Statement and Core Values

Education

• High School Diploma with some college required
• Preferred Associate’s and/or Bachelor’s degree in Computer Systems or similar field
• IT Certification preferred but not required (CompTIA A+ certification, Microsoft Certified IT Professional, Cisco certified network associate, etc.)
• Relevant years of work experience and certification may substitute for degree requirement

Benefits for Full-Time Employees

• $7,800 contributed annually toward health benefits: medical, dental, vision
• Company paid life insurance coverage – up to $50,000 per employee (basic life and AD&D)
• 401(k) plan with employer match
• Generous paid time off offered – earn 3 weeks per year beginning at hire date
• Up to 10 paid holidays
• Paid ongoing professional development and training
• Rewards and recognition
• Company sponsored events throughout the year (holiday parties and gifts, company picnic, team building, etc.)
• Potential for growth and advancement
• Discretionary bonus based on several factors

About Westport Properties

Founded in 1985, Westport Properties (“WPI”) is an owner-operator of self s