COMPANY NAME: Zachry Group

JOB TITLE: Desktop Support Tech

DEPARTMENT: Enterprise Services

LOCATION: Golden Pass LNG Project - Sabine Pass, TX

POSITION SUMMARY: This position is responsible for the triage, routing and repair of incoming service incidents (phone, email, portal, and walk-in). The Desktop Support Technician I ensures that service delivery adheres to company standards. This individual will have a desired goal of effectively delivering superior customer service to our end users in a remote call center environment. The User Support Technician I will report to IT Field Manager. To accomplish this job successfully, an individual must be able to perform each essential function satisfactorily and be a self-sufficient, motivated person.

RESPONSIBILITIES:

• Ensure professional, timely and polite support to all our end users

• Have in depth knowledge of our tools and ticketing procedures

• Follow standard help desk protocols, procedures and guidelines as provided

• Identify, troubleshoot and resolve a wide range of computer & network related problems

• Basic understanding of Line of Business (LOB) applications and associated third party vendors

• Stay current with system information, changes and information technology updates

• Any other special projects or tasks assigned

  
  

• Ticket Management and Resolution

• Create new tickets for end users that place phone calls or start chat sessions with the Service Desk.

• Monitor the designated ticket queues to ensure all new tickets are triaged, resolved or escalated within 15 minutes or creation

• Resolve tickets when able based on documentation, training and tools.

• Develop, maintain, and execute a daily routine to review and update existing assigned tickets

• Follow ticket management principles per training

• 1st communication with the customer is attempted via a phone call

• Ensure SLA timelines are met

• Ensure ticket statuses are maintained correctly based on training provided

• Ensure accurate time worked is reported on each ticket

• Ensure all troubleshooting efforts, conversations with customers, vendors, and co-workers are properly recorded on the ticket

• Assume full ownership of all tickets assigned

• Transfer of ticket ownership is done via a warm handoff to ensure ownership is accepted by new team member.

• Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolution

  
  

REQUIREMENTS:

• High School Diploma or GED

• 1 or more years in any customer service role

• 1 or more years of experience in network / IT systems triage and help desk experience

• Knowledge of information technology regarding both hardware and software.

PREFERRED QUALIFICATIONS:

• Working knowledge of Wi-Fi functionality, Active Directory, Exchange, O365.

• IT industry certifications are preferred, specifically CompTia A, Net+ or the equivalent Microsoft certification.

• Ability to troubleshoot network, connectivity, hardware, and software issues

• Working knowledge of basic network protocols, IPv4 and general LAN/WAN topologies

• Working understating of iOS and Microsoft platforms and ability to troubleshoot.

• Firm understanding of imaging, configuration, and deployment of different platforms. (Laptop, Surface Pro, Apple)

  
  

PHYSICAL DEMANDS:

• Ability to lift and carry up to 75 pounds

• Ability to kneel and run cables under desks and other office furniture

• Ability to climb ladders, operate power tools and drive company vehicles

• Ability to Work long hours in an overnight environment

  
  

WORK ENVIRONMENT:

• Outdoor and field office environment

  
  

Zachry Group is America's pacesetter in turnkey construction, engineering, maintenance, turnaround and fabrication services in the power, energy, chemicals, manufacturing and industrial sectors. It works with customers to plan, build, and renew their most critical facilities, so they can achieve their immediate and long-term goals, all at the highest safety standards. Zachry Group operates 35 offices, with more than 20,000 employees working in more than 400 locations nationwide. Please visit www.zachrygroup.com for more information.

Company Benefits:

Meaningful Work

Team–Based Culture

Opportunity for Growth

ZACHRY GROUP is dedicated to providing a Safe and Drug Free work environment; and is an Equal Opportunity Employer.