Helpdesk Tech I

Position Overview

Worldwide Oilfield Machine (WOM) is seeking a Helpdesk Tech I to join our team in Houston, TX. This full-time position is crucial for providing technical support to our employees and ensuring that our computer systems and networks operate smoothly. In this role, you will serve as the first point of contact for technical assistance over the phone or email by performing remote troubleshooting, guiding customers through problem-solving processes, and recording events and resolutions. At WOM, your contributions help improve our support processes and ensure a seamless IT environment while celebrating cultural diversity and team successes.

Key Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• 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, issues, and their resolutions in logs.
• Follow up and update customers on the status of their issues.
• Pass on customer feedback and suggestions to the appropriate internal team.
• Identify and suggest possible improvements to existing procedures.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Prior helpdesk or customer support experience.
• Ability to diagnose and resolve basic technical issues.
• Knowledge of IPv4/IPv6, HTTP, DNS, DHCP, Subnetting, and VPN.
• Proficiency with office automation products, databases, and remote control tools.
• Good understanding of computer systems, mobile devices, and other tech products.
• Customer-oriented with a cool temperament under pressure.

Benefits & Perks

• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Paid holidays
• Vision insurance