IT Helpdesk Technician – Level 1

Position Summary 

Houston Parks Board is looking for a technically adept and customer-service-driven IT Helpdesk Technician – Level 1 to support our growing team. This role is essential in helping our staff stay connected and productive within a secure, cloud-first, and mobile-ready environment. The technician will support users on a daily basis, assist in device and network management, and work hands-on with modern tools such as Microsoft Intune, Azure, Spiceworks, and Ubiquiti network infrastructure. 

Key Responsibilities 

End-User Support 

• Serve as the first point of contact for internal staff via Spiceworks Helpdesk, providing Tier 1 support. 
• Troubleshoot and resolve issues related to Windows 11 laptops, iPhones, iPads, printers, and other peripherals. 
• Set up new users and devices, including account creation, provisioning, and onboarding support. 

Microsoft Cloud Ecosystem 

• Provide user support within the Microsoft 365 environment (Outlook, Teams, SharePoint, OneDrive, etc.). 
• Manage user identities, roles, and devices through Azure Active Directory and the Microsoft 365 Admin Center. 
• Assist with deployment and compliance policies through Microsoft Intune, including application management and device configuration. 

Azure Cloud & Server Support 

• Monitor and assist with maintenance of Azure-hosted servers, supporting ArcGIS Pro and SQL Server. 
• Provide basic troubleshooting for cloud-based services and escalate advanced issues to senior IT staff. 

Network & Access Control Support 

• Provide support for the organization’s Ubiquiti-based network, including switches, firewalls, and wireless access points. 
• Assist with basic management of Ubiquiti UniFi and Ubiquiti Access Control systems for secure building entry and surveillance. 
• Coordinate with vendors or escalate issues when necessary for higher-tier support. 

IT Asset Management & Documentation 

• Maintain accurate logs of support requests and resolutions. 
• Help manage hardware inventory and track device assignments. 
• Contribute to internal documentation and knowledge base updates. 

Required 

• High school diploma or GED; technical training, certificate, or coursework in IT preferred. 
• 1+ year of experience in a helpdesk or technical support environment. 
• Familiarity with Windows 11, Microsoft 365 Suite, and basic networking principles. 
• Exposure to Microsoft Intune, Azure AD, and ticketing systems like Spiceworks. 
• Ability to support mobile devices (iOS) and resolve common user and device issues. 

Preferred 

• Experience supporting Ubiquiti UniFi networks and Ubiquiti Access Control. 
• Basic understanding of Azure Cloud, ArcGIS, and SQL Server environments. 
• CompTIA A+, Microsoft Fundamentals, or equivalent certifications.   
• Experience with Power BI      and Power Query is a plus, especially if able to support internal dashboard maintenance or develop simple queries.

Core Competencies 

• Friendly and effective communicator with excellent problem-solving skills. 
• Strong organizational and multitasking abilities. 
• Eagerness to learn and adapt in a fast-paced, cloud-based IT environment. 
• Team player who can work independently and escalate issues when needed. 

Working Conditions 

• On-site role at Houston Parks Board headquarters.
• Must be able to lift and move up to 40 lbs. 
• Some flexibility required for occasional after-hours maintenance or urgent support needs.