Job description

SERVICE DESK TECHNICIAN

Must haves:

• Recent high volume support call center experience
• Windows 10 OS and Office 365 troubleshooting skills
• Proficiency with workstation hardware/software troubleshooting
• Proficiency with network and VPN troubleshooting

Job Responsibilities:

• Second point of contact (sometimes first, depending on call volumes) for all information technology issues within the company
• Responds to telephone calls and email from employees for IT support
• Assist the end user community by recording, resolving, and responding to issues
• Support Windows 10, Microsoft Office 365 products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, office telephone and voicemail usage
• Follow prescribed guidelines and procedures and seek guidance from technical lead as appropriate
• Function as a single point of contact for problems referred by other individuals and departments by providing close loop on routine queries
• Ability to accurately interpret and fulfill customer requirements to achieve customer satisfaction
• Understand team and organizational support structures

Job Requirements:

• Bachelor’s/Associates Degree or equivalent experience
• Must be flexible for extended hours and/or Saturday shift work
• Ability and willingness to work overtime
• 5+ years previous experience in a high-volume Tier 2-3 service desk environment
• Must have excellent customer service, telephone, listening and communication skills
• Must have excellent documentation skills
• Demonstrated experience in applying knowledge/skills in a Customer Support environment
• Strong analytical aptitude and problem solving skills in a technical environment
• Multi-task across several ongoing tasks of varying priorities as required
• Ability to make good judgments, negotiate, problem solve and decision making skills
• Ability to understand and clearly communicate technical information to non-IT personnel
• Maintain a high level of knowledge regarding the clients computing environment
• Must demonstrate strong sense of urgency regarding solving end-user issues
• Be able to solve problems regarding system errors or usage issues
• Must be able to minimize downtime by rapidly diagnosing and resolving problems
• Be able to track and document information regarding troubleshooting techniques
• Maintain a high level of teamwork and communication
• Proficiency with Windows 7-10 troubleshooting
• Proficiency with Office 2016/Office 365 troubleshooting
• Proficiency with laptop and desktop hardware troubleshooting
• Proficiency with VPN troubleshooting

Job Type: Contract

Pay: $30.00 - $32.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Richardson, TX 75082: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Windows 10 Troubleshooting: 1 year (Preferred)
• Level 2/3 Help Desk/Service Desk: 4 years (Required)

Work Location: One location

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