Help Desk Support Specialist

Endeavor Management is looking for a Help Desk Support Specialist to join our Customer Support team in Houston. In this role, you'll be the first point of contact for our users, helping them resolve technical issues and get the most out of our systems. You'll handle a mix of phone, email, and chat support while troubleshooting problems, documenting solutions, and escalating complex issues to our technical team. This is a hands-on position where you'll directly impact customer satisfaction and help keep our operations running smoothly.

• Answer incoming support requests via phone, email, and chat, responding to users within established timeframes
• Troubleshoot common technical issues including software problems, connectivity issues, and account access
• Walk users through step-by-step solutions, explaining technical concepts in clear, non-technical language
• Document each support ticket with accurate details about the issue, steps taken, and resolution
• Identify patterns in recurring problems and report them to the technical team for investigation
• Escalate unresolved or complex issues to senior technicians with complete context and documentation
• Maintain a working knowledge of our systems, applications, and standard procedures
• Follow up with users after resolution to confirm their issue is fully resolved
• Meet or exceed response time and resolution targets while maintaining quality standards
• Contribute to team knowledge base articles and internal documentation

• High school diploma or equivalent
• 1-2 years of help desk, technical support, or customer service experience
• Ability to explain technical information to non-technical users in a patient, clear way
• Proficiency with Windows and basic computer troubleshooting
• Strong written and verbal communication skills
• Ability to multitask and manage multiple support requests simultaneously
• Reliable attendance and punctuality
• Willingness to follow established procedures and escalation processes

• Experience with ticketing systems or help desk software
• Familiarity with remote support tools
• CompTIA A+ certification or similar technical credential
• Experience supporting business applications or enterprise software
• Bilingual capabilities (English/Spanish)

• Health insurance (medical, dental, vision)
• 401(k) retirement plan
• Paid time off including vacation and sick days
• Professional development opportunities and training reimbursement
• Collaborative team environment with growth potential
• Monday-Friday schedule with standard business hours