Kforce has a client in Houston, TX that is seeking a technically skilled Help Desk Professional with strong customer service instincts and a proactive troubleshooting mindset. This role is phone-heavy, requiring over 60% of time spent assisting users via phone. The ideal candidate will have experience handling both Tier 1 and Tier 2 support issues and thrive in a fast-paced, evolving technical environment. Responsibilities: * Help Desk Professional will provide technical support primarily over the phone (60%+), resolving hardware, software, and connectivity issues * Deliver excellent customer service, including de-escalating challenging situations while maintaining professionalism and empathy * Troubleshoot and resolve issues independently, using a structured and analytical approach * Support a mixed Tier 1 and Tier 2 environment-this is not a call-routing role * Document issues and resolutions in the ticketing system and contribute to knowledge base updates * As a Help Desk Professional, you will collaborate with other IT teams to escalate and resolve complex issues * Adapt quickly to new systems, tools, and processes in a dynamic support environment