Service Desk Technician

Chemelex is a global leader in electric thermal and sensing solutions, protecting the world's critical processes, places and people. With over 50 years of innovation and a commitment to excellence, we develop solutions that ensure safety, reliability, and efficiency in diverse environments - from industrial plants and data centers to people's homes. We deliver future-ready technologies, advanced engineering capabilities and local expertise backed by global standards. Our offering includes a leading portfolio from our trusted brands: Raychem, Tracer, Nuheat and Pyrotenax.

What You Will Experience in this position:
* Provide frontline technical support to users, resolving hardware, software, and network issues.
* Provide dedicated IT support to our executive leadership team at the Houston headquarters, enduring their technology needs are addressed with priority and professionalism
* Troubleshoot moderate to complex hardware, software, network, and operating system issues.
* Lead small projects to improve IT operations and systems.
* Take ownership of issues to ensure timely resolution according to SLA.
* Analyze, diagnose, test and resolve basic to moderate service desk end-user incidents and service requests.
* Provide remote support for systems and applications.
* Expedite issue resolution by coordinating with team members and management.
* Accurately and simultaneously record in the ticketing system events and requests reported by our end users, troubleshooting actions taken, and corresponding results.
* Maintain knowledge base, process, and procedure documentation.
* Identify appropriate assignment groups and transfer tickets accordingly.
* Provide on-call support during non-business hours when needed.

YOU HAVE:
* Associate's degree in IT or High School diploma with equivalent work experience.
* 1+ year of help desk and desktop support experience.
* Experience troubleshooting common hardware, software, network, and OS issues.
* Knowledge of managing Windows 10/11 environments.
* Understanding of basic server technology and Active Directory.
* Strong problem solving and troubleshooting skills.
* Excellent written and verbal communication abilities.
* Detail-oriented with strong documentation skills.
* Experience working with ticket management systems (FreshService experience a plus).

At Chemelex:

We protect places of progress through electric excellence.

Pioneering plants, sprawling data centers, busy transport hubs, and your own home. These are the places that bring progress to the world, and the places that we protect with time-tested technologies, advanced engineering, and a suite of services. Because here, excellence is everything.

Our Dimensions of Excellence reflect the core values of Chemelex. Together, they inspire our decisions and guide our actions - defining excellence in our work for colleagues, customers and communities.

• Experts with empathy

• Explorer mindset

• Example for others

• Exceptional impact

Benefit Overview

At Chemelex, we value our people and their health and well-being. We provide a broad benefits package with meaningful programs for full-time employees that includes:

• Medical, dental, and vision plans along with flexible spending accounts, short-term and long-term disability benefits, critical illness, accident insurance and life insurance.

• A 401(k) retirement plan with a company match.

• Other supplemental benefits such as tuition reimbursement, caregiver, personal and parental leave, back-up care services, paid time off including volunteer time, a well-being program, and legal & identity theft protection.

We are committed to equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by national, federal, state or local law.