Help Desk Technician
: Job Details :

Onsite - 5 Days a week in the Memorial City area of Houston

Long Term contract: starting at $25/hr or based on experience.

Required Skills and Experience

• Minimum 5 years' of experience working as a Help Desk Technician
• Bachelor's degree in Computer Science ,Information Technology or related degree is required
• Extensive Background working with Vendors of Digital Services (For Example AT&T).
• Experienced with Windows 10 and higher - general end user support.
• Experienced with Active Directory.
• AV support.
• Strong written and verbal communication skills; ability to create timely, accurate and succinct written communications
• Excellent interpersonal and customer service skills; ability to work with senior management, mid-level management and end-users

Nice to Have Skills and Experience

• Previous experience assisting end users with O365, AD, SCCM and InTune Mobility
• Microsoft Certification or ITIL.
• Industry experience - Oil and Gas
• Experience with offshore support - Ability to travel offshore (one a quarter for a week to Gulf of Mexico Operating Units)

Job Description

An employer is seeking a Tier2 Service Desk Technician to join their team 100% onsite in the Houston, TX area. This person will be working with a team of 2 other Technicians to support 1,000 end users in the company, 500 will be onsite in the building, and 500 will be in remote areas. On a day-to-day basis, this person will be responsible for providing level 2/tier 2 support to their end users. The Technician shall take ownership of customer requests and incidents that are escalated to Tier2, follow up the status on behalf of the customer, and communicate progress in a timely manner that meets established service level agreements and provides reassurance to customers when diagnosing issues and delivering incident resolution. They will create, update, and closes customer tickets in ServiceNow ticketing portal for every call answered on tech hub and according to defined ticket compliance requirements and service level agreements. Tier 2 support technician applies in-person (Tech Hub) or remote troubleshooting and diagnostic techniques to identify problems, investigate causes, and recommend solutions that promote end-user satisfaction in adherence to established performance metrics. They will need to be able to travel offshore to the Gulf Of Mexico once a quarter to support other company operating units.