CORE RESPONSIBILITIES:
- Field incoming help requests from end users via telephone, email, and help desk support portal in a courteous manner.
- Apply diagnostic utilities and access software updates, drivers, knowledge bases and frequently asked questions resources to troubleshoot and diagnose tier 1 hardware, software, and local area network (LAN)/wide area network (WAN) problems.
- Maintain training on the company’s software and hardware components.
- Provide help desk support for company employees including setting up new workstations and user accounts, installing programs, troubleshooting and system maintenance.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue in the ticketing system.
- Build rapport and elicit problem details from help desk customers.
- Prioritize and schedule problem resolution, escalating, when necessary, to the appropriately experienced technician.
- Drive company vehicle to worksites.
- Perform hands-on fixes, including installing and upgrading software, installing hardware, and configuring systems and applications.
- Install company-approved software.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure problem has been adequately resolved.
- Conduct post-resolution follow-ups to help requests.
- Develop help sheets and frequently asked questions lists for end users
- Setup and deploy cell phones.
- Participate in weekend and evening support rotations.
- Other duties as assigned.
REQUIRED SKILLS & QUALIFICATIONS:
- High school diploma
- At least one year of experience working in a technical support or help desk position
- Basic computer networking troubleshooting skills
- An understanding of ticketing systems and their use in a help desk environment
- Familiarity with supporting and troubleshooting printers, scanners, and fax machines
- Ability to work independently
- Ability to participate in on-call rotation after hours and weekends
- Excellent written and verbal communication skills in English
- Must exhibit a professional demeanor in person and on the phone
- Excellent customer service skills
PREFERRED SKILLS & QUALIFICATIONS:
- Microsoft Certified Desktop Support Technician (MCDST) certification
REQUIRED LICENSES & CERTIFICATIONS:
- Valid Texas Class C Driver’s License
- Safe driving for the last three years
Job Type: Direct Hire.
Fully onsite position five days a week.
Work Hours: 9:00 am – 6:00 pm.
Interview Process: Phone screen and then final onsite interview.
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