Since 1933 Heath Consultants Incorporated is the leading provider of services and equipment to the natural gas and utility industry. Heath develops and manufactures its equipment in its own world-class facility located in Houston, TX.

Heath Consultant Inc. is currently looking for a service-minded team player to bring their skills to a stable industry. If you are looking for a long-term career with a great team, we want to talk to you.

Reporting to the IT Manager, the Tier I IT Technician provides level 1 support to end-users across all departments ensuring optimum functionality of the software, workstations, mobile devices, accessories, and printers. Responsible for day to day support, ticketing system flow, coordinating support sessions with users and escalating issues to coworkers or supervisor on an as-needed basis. Assists with ongoing technology projects, research, and collaboration and provides support in managing technology workload across the company.

Perform entry level IT support work which includes, but is not limited to, PC/Laptop provisioning, software troubleshooting and cell phone troubleshooting. Select correct processes from clearly prescribed rules, processes, past practices, or instruction. Exercise judgment and seek advice or guidance on non-routine or problem areas from his/her peers or Supervisor. Able to follow the escalation process to have the appropriate group(s) complete the tickets.

RESPONSIBILITIES:

• Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community.
• Provide entry level support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality by either phone or remote support.
• Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with co-workers when necessary.
• Records required customer and problem information in the ServiceDesk ticketing system. Updates tickets with appropriate journal entries of activities and closes tickets with resolution entered upon completion of the job.
• Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Works on ServiceDesk related projects as assigned by supervisor.
• Basic understanding on Microsoft Office suites for both Windows & MAC operating systems with experience supporting Apple/OSX
• Basic knowledge of Active Directory, Group Policy, and Windows ACLs
• Replace/install existing and/or install new desktop/laptops at designated employee office area locations, ensuring employees have required equipment at time of arrival.
• Wipe data from hard drives to be recycled or placed in surplus.
• Backup/move files on existing workstations to be replaced and/or reconfigured.
• Perform minor manual software installations, as directed.
• Test, image, and clean PCs, laptops, and other related hardware
• Follows laptop/desktop retire process when necessary
• Assist in the accomplishment of company objectives by performing other related duties as assigned by supervisor/manager.
• Adhere to IT policies, procedures, and system controls.
• Follow Heath’s change management policy and procedure where applicable.
• Document all service tickets in accordance with Heath’s ITGC (IT General Controls) Audit Policy.

KNOWLEDGE, SKILLS, AND EXPERIENCE:

• High School Diploma required / 2-year technical degree preferred
• Minimum of two (2) years experience in a technical support role. A combination of experience and IT training and/or education highly desired
• A+ certification, ITIL Foundations, and/or applicable Microsoft certification(s) are a plus

• Must have exceptional customer service skills when working with customers and teammates
• Ability to work with customers over the phone to resolve issues remotely
• Strong written, oral communication skills, particularly the ability to explain technical concept in non-technical terms
• Utilization of a service desk ticketing system, knowledge of Manage Engine / Service Desk + preferred.
• Panasonic and Dell IT equipment
• Remote access tools: TeamViewer, Desktop Central and RDP
• O365
• Windows 7, 8.1 and 10.0 as well as latest Windows OS
• MAC OS
• Basic knowledge of Active Directory.
• Basic knowledge of Networking.

Travel Requirements:

• No travel is required for this position.

Schedule:

• Full-time, On - site ,Monday through Friday , 8 – 5pm

Heath Consultants Inc is an equal opportunity employer and offers competitive salary.