What are the responsibilities and job description for the PC Support/Helpdesk Technician position at Houston-Galveston Area Council?
About Houston-Galveston Area Council
The Houston-Galveston Area Council is one of the largest regional planning commissions in the country with a diverse service area of 13 counties and more than 7 million people. We are the pulse of our region addressing issues that cross city limits and county lines every single day.
We make decisions that affect our transportation system, ensure the safety and well-being of our seniors, connect people to jobs, help families recover from natural disasters, preserve water quality for our children, and so much more. We work to make the region a great place to live, work, and thrive.
What will I be doing?
We are seeking an organized and customer-focused PC Help Desk Technician to join our IT team. The successful candidate will provide day-to-day support to end-users, troubleshooting and resolving PC hardware and software issues. In addition to traditional help desk responsibilities, this role will manage the organization’s hardware inventory, fulfill hardware requests across all departments, and coordinate with relevant teams to ensure hardware needs are proactively identified and procured.
Key Responsibilities
End-User Support
ü Respond to help desk tickets, phone calls, and emails to provide timely assistance.
ü Troubleshoot and resolve hardware, software, peripheral and iPhone device issues.
ü Install, configure, and update operating systems, applications, and drivers.
ü Educate end-users on best practices for using technology resources.
ü Document issues and solutions in the help desk ticketing system.
ü Perform other IT related tasks as needed.
Hardware Inventory Management
ü Maintain an accurate inventory of all hardware (PCs, laptops, monitors, peripherals, etc.).
ü Maintain an accurate inventory of all cellphones using our Mobile Device Management (MDM) platform.
ü Track the lifecycle of devices, ensuring regular maintenance, upgrades, and decommissioning.
ü Monitor stock levels of new and spare equipment to anticipate needs.
Hardware Requests & Fulfillment
ü Coordinate with various departments to understand their hardware requirements.
ü Prepare and provision hardware for new hires, replacements, or upgrades.
ü Manage hardware requisitions, ensuring requests are processed efficiently and accurately.
System Maintenance & Updates
ü Perform routine checks on systems and peripherals to ensure optimal performance.
ü Assist with patch management and operating system updates.
ü Ensure all devices are compliant with company security and software standards.
Documentation & Reporting
ü Maintain detailed records of hardware assets, including serial numbers and warranty details.
ü Update help desk and inventory management systems with relevant data.
ü Provide periodic reports on hardware usage, inventory levels, and future needs.
Collaboration & Continuous Improvement
ü Work closely with the IT team to share knowledge and implement best practices.
ü Participate in team meetings to discuss ongoing issues, improvements, and project updates.
Do you have…
ü Associate’s Degree or Bachelor's Degree.
Preferred qualifications
ü Associate's or bachelor’s degree in information technology, Computer Science, or a related field.
ü Minimum of 2 years of experience in a help desk, desktop support, or similar role.
ü Comptia A or similar certifications.
ü Familiarity with imaging and deployment tools.
ü Basic knowledge of security best practices and data protection.
ü Experience working for a government organization.
ü Experience with AssetTiger hardware inventory management is a plus.
ü Proficient in Windows OS, Microsoft Office, and basic network troubleshooting.
ü Familiarity with PC hardware components, peripherals, and repairs.
ü Disciplined management of IT hardware inventory.
ü Experience with help desk ticketing systems and inventory management software. Excellent communication and interpersonal skills.
ü Strong organizational and problem-solving abilities.
ü Ability to manage multiple tasks and priorities in a fast-paced environment.
ü Customer-service mindset with a focus on user satisfaction.
H-GAC is an equal opportunity/AA employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, or protected veteran status.
