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Chalk Mountain Services of Texas, LLC is a rapidly growing company providing transportation and logistics services to the oil and gas industry. The Company is based in Fort Worth, Texas and is currently hiring a Help Desk Technician.

The Help Desk Technician provides first-level technical support and assistance for end-users across the organization. This role requires a foundational understanding of computer systems, software, and basic networking concepts, along with a strong commitment to customer service. The Help Desk Technician is responsible for triaging incoming support tickets, determining the appropriate resolution path, and escalating issues to the correct team when necessary.

In addition to troubleshooting hardware and software issues, the Help Desk Technician supports other technology infrastructure to enable continuing innovation within Chalk Mountain technical infrastructure. This includes assisting in managing and troubleshooting remote systems in the field and maintaining accurate documentation of support activities. Occasional travel to remote locations is required on a scheduled and as-needed basis.

This position will require outstanding customer service and communication, strong diagnostic skills, and attention to detail with a constant focus on system and infrastructure security. The Help Desk Technician works closely with the Service Desk Manager and other IT team members to ensure timely resolution of technical problems and contribute to the overall efficiency and security of the company’s technology environment. This position reports to the Service Desk Manager.

Primary Responsibilities:

• Provide outstanding customer service and clear communication to all end-users.
• Triage incoming support tickets, determine appropriate resolution paths, and escalate issues to the correct team when necessary.
• Occasionally troubleshoot and repair hardware as needed.
• Perform user account setups, changes, and deactivations including onboarding/termination assistance and initial training.
• Support other technology infrastructure and remote systems in the field as directed.
• Maintain accurate documentation of support activities and ticket resolutions.
• Collaborate with other IT team members to resolve more complex issues when escalated.
• Work with external vendors for basic service requests, orders, and repairs.
• Monitor and respond to alerts or reports related to end-user systems to ensure smooth operations.
• Assist with applying OS patches and upgrades, updating administrative tools and utilities, and configuring new services under supervision. Perform testing and troubleshooting as directed.
• Assist in maintaining data center environmental and monitoring equipment.
• Assist with installing and maintaining servers, configuring hardware, peripherals, services, settings, directories, and storage under guidance and in accordance with standards.
• Assist in performing daily system monitoring, verifying the integrity and availability of hardware, server resources, systems, and key processes, reviewing logs, and verifying completion of scheduled jobs such as backups.
• Assist in auditing and maintaining security levels consistent with security policies.
• Generate reports out of various systems as needed.
• Travel up to 25% including extended overnight stays to various locations.
• Serve as part of the on-call rotation to provide 24/7 support.
• Manage Help Desk tickets in a timely manner.
• Perform other responsibilities as appropriate and assigned by the Service Desk Manager and VP of Technology.

Qualifications:

• Basic knowledge of Microsoft Windows operating systems (Windows 11, Windows 10)
• Familiarity with Microsoft Office 365 applications (Outlook, Excel, Word, PowerPoint, Teams)
• Understanding of mobile operating systems (iOS & Android)
• Willingness to learn and support a 24/7 environment on a rotating schedule
• Available to work occasional overtime as approved and needed
• Strong attention to detail, organizational skills, and effective time management
• Ability to troubleshoot and resolve common technology issues
• Excellent customer service skills with a focus on clear communication
• Strong written and verbal communication skills
• Empathetic and patient when assisting users
• Ability to work with a sense of urgency and meet deadlines
• Positive, can-do attitude and willingness to learn new technologies
• Continuous improvement mindset, actively seeks opportunities to improve processes, skills, and user experience
• Preferred: Some college coursework or an associate degree
• Preferred: IT certifications such as CompTIA A+, Network+, or Microsoft fundamentals

Desirable Experience:

• Azure
• Help Desk ticketing systems
• IT asset management
• Meraki or Ubiquiti switches, firewalls, and access points
• CrowdStrike Falcon or other endpoint protection software
• Apple DEP, AirWatch, Microsoft Intune

Education/Experience:

Some college coursework or an Associate Degree preferred, 0–2 years of related experience in computer technology (Help Desk or IT support), strong communication skills, demonstrated problem-solving ability, ability to formulate solutions under pressure and work effectively in a fast-paced environment, must be able to pass a criminal background check, MVR, and drug screen.