Service Desk Support Specialist in Houston, TX at NorthStar Memorial Group

Date Posted: 8/27/2019

Job Snapshot

Job Description

At NorthStar Memorial Group, we choose collaboration over bureaucracy.  Here, everyone has a chance to lead.  We encourage & empower our people at every level to speak up, be heard, and watch their ideas become realities.  Degreed & non-degreed professionals, labor workers, industry experts – people from all career and experiential backgrounds have the opportunity to find a home here.

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We are seeking a Service Desk Support Specialist to join our team at our Home Office in the Galleria area of Houston, TX. The Service Desk Support Specialist will support existing IT systems in our home office and provide tier 2 support for multiple remote locations. Additionally, this position will work closely with IT, external departments, and remote locations to ensure computer systems are functioning correctly.

  • Bilingual in Spanish/English highly preferred
  • Serve as Subject Matter Expert for desktop applications.
  • Manage and work tickets in the KACE system
  • Manage new computer rollouts.
  • Support existing computer systems and peripherals.
  • Manage hardware and software inventory.
  • Receive, triage, repair and, as necessary, route end user support calls.
  • Provide tier 1 and 2 support for incident and request tickets, including executive support.
  • Develop processes and documentation for the helpdesk.
  • Manage MFP inventory.
  • Design and support AV system rollouts at locations.
  • Manage infrastructure cabling.
  • Phone system support – phone installation, voicemail setup.
  • Participate in on-call support rotation
  • Ability to travel periodically (California, Florida, Hawaii); travel expectation less than 10%
Requirements and Qualifications

Essential Knowledge, Skills, Abilities, and Background

  • Strong experience with Microsoft computer operating systems.
  • Experience with Office365 administration.
  • Strong experience with end user phone system support.
  • Some experience with Windows Server operating systems and Active Directory.
  • Strong interpersonal and communication skills.
  • Strong experience in troubleshooting and maintaining computer systems and network infrastructure related issues.
  • Experience supporting multiple locations.
  • Knowledge of basic network connectivity with the desktop and local area networks.
  • ITIL experience preferred
  • NOC experience a plus


  • 2+ years of progressive experience in computer administration and troubleshooting.
  • Certification – A+, Network+, or MTA