About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, Information Technology & Software.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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What You’ll Do

This is an entry-level technical support role supporting the Confidential Client’s software and product suite. You will provide technical customer service to external customers, log and track issues, and work toward timely resolution while following established procedures and SLAs.

• Monitor the support ticketing system (application group queue) and take incoming client cases.
• Log, track, update and resolve tickets using the correct Action ID codes and documentation practices.
• Communicate status, next steps, and updates to stakeholders and customers per follow-up SLA guidelines.
• Troubleshoot basic PC and workstation issues; escalate more complex incidents to the appropriate team.
• Participate in conference calls and collaborative meetings focused on client issues and case resolution.
• Contribute to team goals and metrics, including First Call Resolution, Mean Time To Resolve, Follow-Up Compliance, Direct Transfer Rate, and inventory management.
• Seek out training to build product knowledge and scripting/diagnostic skills.

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Who You Are — Required & Preferred Qualifications

Required

• 1+ year of Help Desk and/or customer service experience.
• 1+ year scripting experience (examples: SQL, Progress, PowerShell).
• 1+ year basic PC troubleshooting and/or repair experience.
• 1+ year working with Microsoft Office (Word, Excel, Outlook).
• Must be 18 years of age or older.

Preferred

• Associate’s or Bachelor’s degree in IT or a related field.
• Experience with Windows OS programming/background.
• 1+ year experience with Workstation OS (Windows 10, 7) and Server OS.
• 1+ year networking fundamentals (TCP/IP, DNS).
• 1+ year experience with antivirus and endpoint protection (e.g., Managed Antivirus, CrowdStrike, Carbon Black).

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Location & Working Model

• Remote role (state: Texas). Candidates must be able to work and be hired under applicable state laws for Texas. Remote work may require adherence to specific timezones, schedules, or equipment standards as defined by the client.

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Compensation & Benefits

• Hourly pay range: $17.50 – $19.00 per hour.
• This position may be eligible for commission or an annual performance incentive plan.
• Actual pay offered will depend on job-related knowledge, skills, experience, and internal equity.
• Benefits (may vary by role, location, or hours worked):
  • Medical, Dental, Vision
  • Paid Time Off, Volunteer Time Off, Paid Holidays
  • Employer-matched retirement plan
  • Employee stock purchase plan
  • Short-term and long-term disability
  • Infertility treatment, adoption and surrogacy assistance
  • Tuition reimbursement

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Additional Details & Legal Notices

• This role focuses on timely, documented resolution of incoming client cases while following SLA and escalation guidelines.
• Confidential Client is an Equal Opportunity Employer and provides reasonable accommodation for candidates with disabilities. If you need a reasonable accommodation to participate in the application or interview process, notify the hiring team.
• Other standard onboarding and eligibility requirements may apply.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.