Service Desk Technician

Position: Service Desk Technician I
# Service Desk Technician IHouston, TX ## Overview Position Type Full Time## Description Position Description The Service Desk Technician provides first- and second-level technical support for end users across a modern enterprise environment. This role supports Microsoft Office applications, end-user computing devices, mobile platforms, and core infrastructure technologies. The ideal candidate is hands-on, customer-focused, and eager to expand experience across systems, virtualization, networking, and cloud-managed environments.

Duties and Responsibilities End User Support Provide technical support for Microsoft Office Suite (M365) including Outlook, Word, Excel, Teams, and One Drive Troubleshoot  and resolve issues related to Windows and macOS desktops and laptops

Support printers, scanners, and peripheral devices

Diagnose and support tablets and smartphones (Apple iOS and Android)
Endpoint & Device Management Manage and support devices using Microsoft Intune (enrollment, policy enforcement, application deployment)
Perform user onboarding and offboarding, including account provisioning, access changes, and device setup

Assist with endpoint security, patching, and compliance

Systems & Infrastructure Support Provide basic administration and troubleshooting for Microsoft Windows Server environments

Support Linux systems (RHEL preferred) including basic command-line troubleshooting

Assist with virtual computing environments, including Prox Mox and Scale Computing (preferred)
Support VEEAM backup and recovery operations, including job monitoring and basic restores

Networking & Hardware Troubleshoot network connectivity issues involving Cisco Meraki and Fortinet network hardware

Support wired and wireless network access, VPN connectivity, and firewall-related issues

Assist senior engineers with infrastructure projects and upgrades

Documentation & Process Create and maintain technical documentation, knowledge base articles, and support procedures

Accurately document incidents, requests, and resolutions in the service management system

Follow ITIL-aligned service desk best practices

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.## Qualifications

Minimum Qualifications
* 2+ years of experience in a Service Desk, Help Desk, or Desktop Support role
* Strong working knowledge of Microsoft Office / Microsoft 365
* Experience supporting Windows and macOS endpoints
* Hands-on experience with PC hardware, printers, scanners, and mobile devices
* Familiarity with Intune or other endpoint management tools
* Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
* Experience with user account management (Active Directory or similar)
* Strong customer service, communication, and troubleshooting skills

Preferred Qualifications
* Experience with Prox Mox or Scale Computing hypervisor environments
* Experience supporting Cisco Meraki and Fortinet networking equipment
* Familiarity with VEEAM Backup & Replication
* Exposure to Linux (RHEL) administration
* Experience with Windows Server environments
* IT certifications (CompTIA A+, Network+, Microsoft, or equivalent)
Work Environment:
* On-Site Work:
This position requires on-site presence at the Houston headquarters.
* On-Call Availability:
Ability to participate in a 24/7 on-call rotation for critical infrastructure incidents.

Physical Demands and Work Environment
* Flexibility to work extended hours as necessary.
* Must be able to lift up to 30 pounds at times.
* Prolonged periods of sitting at a desk and working on a computer.

About Lyte Fiber Established in 2023 and headquartered in Houston, TX, Lyte Fiber, LLC (“Lyte”) is dedicated to bringing the fastest, most reliable home and business fiber optic internet to Texas and beyond. Formed in partnership with SDC Capital Partners, a leading digital infrastructure investment firm, Lyte was started by internet industry veterans who are passionate about providing a best-in-class customer experience, building a…