Helpdesk Technician

Short Description Bowman has an opportunity for a Helpdesk Technician I to join our team in Houston, TX.

Provides first-level technical support to internal users by troubleshooting basic hardware, software, network, and account-related issues. This role ensures timely resolution of service requests, accurate documentation, and excellent customer support experience while escalating more complex issues to higher-level support teams as needed.

• Follow established IT policies, procedures, and service standards.
• Seek guidance from senior technicians or supervisors when dealing with unfamiliar issues.
• Represent the IT department professionally in interactions with employees and vendors.

• Monitor and respond to helpdesk tickets, emails, calls, and walk-ups.
• Escalate unresolved issues to Tier II/Tier III/Tier IV support following escalation protocols.
• Maintain accurate records of work performed in the IT ticketing system.
• Deliver on-site IT support at the corporate office by directly assisting staff with troubleshooting and supporting conference rooms and studio equipment.

• Troubleshoot basic issues involving workstations, mobile devices, printers, applications, and connectivity.
• Reset passwords, unlock accounts, and assist with MFA, VPN, and basic system access problems.
• Install, configure, and update standard software packages and security tools.
• Perform routine hardware setups including peripherals, reimages, and equipment refreshes.
• Provide clear, user-friendly instructions and support to employees with varying technical skill levels.

• Self-reliance and ability to follow direction.
• Ability to ask for additional clarification and assistance when needed.
• Ability to work both independently and within a team environment.
• Ability to work effectively with other departments and employees at all levels.
• Highly motivated and problem getting attitude.
• Strong sense of urgency in responding to constituents.
• Effective verbal and written communication skills, in person as well as on the telephone.
• Strong work ethic, attention to detail, and commitment to quality.
• Effective working relationship with internal leaders and peers, as well as external clients.

• High school diploma or equivalent required; associate degree in IT or related field preferred.
• 0–1 year of experience in technical support, IT service desk, or related internship.
• Basic knowledge of Windows OS, MS Office, and common business applications.
• CompTIA A+, ITIL Foundation, or similar certifications preferred but not required.

• Medical, dental, vision, life, and disability insurance.
• 401(k) retirement savings plan with company match.
• Paid time off, sick leave, and paid holidays.
• Tuition reimbursement and professional development support.
• Discretionary bonuses and other performance-based incentives.
• Employee Assistance Program (EAP), wellness initiatives, and employee discounts.

• Primarily indoor professional office environment which may include bright/dim light, noise, fumes, odors, and traffic.
• Mobility around an office environment.
• Frequent and prolonged use of standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• Occasional lifting or carrying up to 50 pounds.
• Occasional pushing or pulling up to 50 pounds.
• Occasional reaching outward or above shoulder.

Note:

While this job description is intended to be an accurate reflection of the job requirements, it is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Management reserves the right to modify, add, or remove duties from particular jobs and to assign other duties as necessary at any time with or without notice.

Bowman is proud to be an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace where all employees feel valued and respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please  (). If you’d like more information on your EEO rights under the law, please  (https://(Use the "Apply for this Job" box below).).