IT Helpdesk Technician

We're looking for a reliable, first-line Helpdesk Technician to support our employees, both in the office and on the road. In this shared service role, you will be the go-to person for day-to-day IT issues: troubleshooting PCs and printers, resolving email and account problems, setting up meetings, handling phone support, and generally getting people back to work when a technical issue slows them down. Your days will center on the ticket queue (ManageEngine ServiceDesk) — working through requests, talking directly with staff, and documenting what you did and how you solved it.

This is a hands-on support role focused on frontline technical help, not a systems engineering or project leadership position.

Reports directly to the parent company's IT Manager, with a dotted line to Crossmark's Chief Operating Officer. This role requires 40–45 hours per week of in-office coverage, generally between 7:00 AM and 6:00 PM, coordinated with the second technician and/or home office IT support, plus occasional after-hours coverage when assigned.

Firm Overview

Crossmark Global Investments is a faith-based investment management firm located in Houston, TX. The firm provides a comprehensive suite of investment solutions to institutional investors, financial advisors, and the clients they serve. For nearly 40 years, Crossmark has specialized in socially conscious, values-based investment solutions. Rooted in faith, we are bridging the gap between fiduciary rigor and a stewardship heart, operating under the conviction that how we manage our business is as important as how we manage client assets.

Crossmark is indirectly owned by a non-profit organization; as a result, our corporate success supports ministry programs. We actively support our employees’ passions through matching charitable contributions, paid Volunteer Time Off (VTO), and the opportunity to participate in firm-sponsored mission trips. By supporting these efforts, we not only strengthen our communities but also foster a culture of empathy, collaboration, and social responsibility within our firm. Our “Culture of Caring” is defined by our core values: Integrity, Unity, Stewardship, Servant Leadership and Professional Excellence.

Essential Duties and Responsibilities

- Work incoming helpdesk tickets from email, phone, and walk-up. - Support Windows PCs, laptops, monitors, docks, printers, and standard office equipment. - Troubleshoot Microsoft 365 and Outlook — email, calendar, shared mailboxes, and distribution lists. - Provide first-line remote desktop / Citrix support (install, login, disconnects) and escalate infrastructure issues (Citrix farm, firewall, and GPO issues in particular). - Support Webex, Zoom, and Microsoft Teams and other meeting tools, including conference-room displays and audio, and the Citrix VDI plugin used to join meetings from a virtual desktop. - Reset passwords, unlock accounts, and help with multi-factor authentication (Duo). - Process access requests and complete new-hire and departure technology checklists using applicable onboarding and offboarding templates. - Install standard software and help users with everyday business applications (e.g., Salesforce, SharePoint, 1Password, and other line-of-business apps as assigned). - Support company iPhones and mobile devices. - Process quarantine and reported-phishing tickets (Trend Micro / PhishER / KnowBe4) following the published security process. - Set up equipment for new employees and handle guest or visitor access as requested. - Provide basic Studio/AV support -- recording equipment, microphones, and cameras -- escalating complex production issues as needed. - Track and maintain laptop inventory: assignments, stock levels, and returns or reallocation during onboarding and offboarding. - Document every ticket: the problem, what you did, and the result.

This Role Does Not Include

- Senior systems, server, network, or firewall engineering. - Owning the Citrix farm, StoreFront, NetScaler, VDA, or GPO design and projects. - Owning MDM architecture or the line-of-business applications this role installs or grants access to. - Closing tickets with no notes, or inventing tools or processes outside the ticketing system.

Skills and Qualifications

- 1–3 years of helpdesk, service desk, or desktop support experience. - Experience using a ticketing system. - Working knowledge of Windows 10/11 and Microsoft 365. - Clear written and spoken communication. Comfortable calling users and working at their desk. - Ability to lift and move typical office equipment (monitors, docks, printers). - Citrix Workspace or other virtual desktop support. - Webex, Zoom, or similar meeting and phone tools. - Active Directory basics (unlock, password, group access). - iPhone or mobile-device management support. - Basic Studio/AV equipment troubleshooting (cameras, microphones, recording gear). - Comfortable tracking equipment inventory and asset records. - Printer and conference-room troubleshooting. - Ability to work on-site in Houston during regular business hours.

Performance Expectations

- Tickets are acknowledged and worked in priority order. - Every assigned ticket has a written update or resolution. - If an issue is not finished the same day, the user still gets a clear next step. - Escalations include who, when, the error, and what you already tried.

Job Type: Full-time, In-Office