Job Description

Job Description

Job Description

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

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