What are the responsibilities and job description for the Help Desk Support Technician position at Gulf Winds International?
Gulf Winds International, Inc. was founded in April 1996. The idea was to develop a full-service, third-party logistics company that would focus on warehousing, container drayage, and truckload solutions.
Today Gulf Winds is the leading intermodal drayage and warehousing provider in the Gulf region with over 750 trucks and operating over 825,000 square feet of Port Houston warehouse space. By any measurement standard, Gulf Winds is a remarkable success story. In just a few years, the company has grown from only four employees with one account to over 250 employees with strategic locations in Houston, Dallas, Fort Worth, Mobile, Memphis, Savannah, Charleston, Norfolk, Baltimore and Chicago.
Job Summary
The Helpdesk Support Technician will be responsible for providing technical assistance and support related to computer systems, hardware, and software. This role involves responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions.
Key Responsibilities
Today Gulf Winds is the leading intermodal drayage and warehousing provider in the Gulf region with over 750 trucks and operating over 825,000 square feet of Port Houston warehouse space. By any measurement standard, Gulf Winds is a remarkable success story. In just a few years, the company has grown from only four employees with one account to over 250 employees with strategic locations in Houston, Dallas, Fort Worth, Mobile, Memphis, Savannah, Charleston, Norfolk, Baltimore and Chicago.
Job Summary
The Helpdesk Support Technician will be responsible for providing technical assistance and support related to computer systems, hardware, and software. This role involves responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions.
Key Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone, email, or in person.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Install, modify, and repair computer hardware and software.
- Clean up computers and perform diagnostic routines to ensure optimal performance.
- Proven experience as a Helpdesk Technician or other customer support role.
- Tech-savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English and excellent communication skills.
- Customer-oriented and cool-tempered.
- Strong problem-solving skills and ability to work under pressure.
- High school diploma; additional certification in IT, Computer Science, or relevant field is a plus.
- Must be able to work a hybrid work schedule - 20% in office
- Must be a Houston Area Resident
- Experience with help desk and remote control software.
- Familiarity with network management and help desk software.
- Certification in relevant fields (e.g., CompTIA A , ITIL) is advantageous.
- Experience in supporting various operating systems (Windows, macOS, Linux).
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