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IT Helpdesk Technician - Level 1

IT Helpdesk Technician - Level 1

The Houston Parks Board IncHouston, TX, US
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Description

Position Summary

Houston Parks Board is looking for a technically adept and customer-service-driven IT Helpdesk Technician – Level 1 to support our growing team. This role is essential in helping our staff stay connected and productive within a secure, cloud-first, and mobile-ready environment. The technician will support users on a daily basis, assist in device and network management, and work hands-on with modern tools such as Microsoft Intune, Azure, Spiceworks, and Ubiquiti network infrastructure.

Key Responsibilities

End-User Support

  • Serve as the first point of contact for internal staff via Spiceworks Helpdesk, providing Tier 1 support.
  • Troubleshoot and resolve issues related to Windows 11 laptops, iPhones, iPads, printers, and other peripherals.
  • Set up new users and devices, including account creation, provisioning, and onboarding support.

Microsoft Cloud Ecosystem

  • Provide user support within the Microsoft 365 environment (Outlook, Teams, SharePoint, OneDrive, etc.).
  • Manage user identities, roles, and devices through Azure Active Directory and the Microsoft 365 Admin Center.
  • Assist with deployment and compliance policies through Microsoft Intune, including application management and device configuration.

    • Azure Cloud & Server Support

  • Monitor and assist with maintenance of Azure-hosted servers, supporting ArcGIS Pro and SQL Server.
  • Provide basic troubleshooting for cloud-based services and escalate advanced issues to senior IT staff.

    • Network & Access Control Support

  • Provide support for the organization's Ubiquiti-based network, including switches, firewalls, and wireless access points.
  • Assist with basic management of Ubiquiti UniFi and Ubiquiti Access Control systems for secure building entry and surveillance.
  • Coordinate with vendors or escalate issues when necessary for higher-tier support.

    • IT Asset Management & Documentation

  • Maintain accurate logs of support requests and resolutions.
  • Help manage hardware inventory and track device assignments.
  • Contribute to internal documentation and knowledge base updates.

    • Requirements

    Required

  • High school diploma or GED; technical training, certificate, or coursework in IT preferred.
  • 1+ year of experience in a helpdesk or technical support environment.
  • Familiarity with Windows 11, Microsoft 365 Suite, and basic networking principles.
  • Exposure to Microsoft Intune, Azure AD, and ticketing systems like Spiceworks.
  • Ability to support mobile devices (iOS) and resolve common user and device issues.

    • Preferred

  • Experience supporting Ubiquiti UniFi networks and Ubiquiti Access Control.
  • Basic understanding of Azure Cloud, ArcGIS, and SQL Server environments.
  • CompTIA A+, Microsoft Fundamentals, or equivalent certifications.
  • Experience with Power BI and Power Query is a plus, especially if able to support internal dashboard maintenance or develop simple queries.

    • Core Competencies

  • Friendly and effective communicator with excellent problem-solving skills.
  • Strong organizational and multitasking abilities.
  • Eagerness to learn and adapt in a fast-paced, cloud-based IT environment.
  • Team player who can work independently and escalate issues when needed.

    • Working Conditions

  • On-site role at Houston Parks Board headquarters.
  • Must be able to lift and move up to 40 lbs.
  • Some flexibility required for occasional after-hours maintenance or urgent support needs.

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