Location: all cities,TX, USA
Friday - Tuesday 11pm - 8am est
Under limited supervision, provides a deep understanding of technical products and services along with the strong capability to translate complex information to a simplified, professional content that is easily understood by the target audience. Position will require working closely with various users to resolve technical issues through phone, email, and walk-up/desk side support.
Required Skills -
Help Desk, 3rd shift experience, organized
Job Duties -
Provide ITSD support to all users.
A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization.
Single point of user resolution for all technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.
Use ServiceNow incident logging system to maintain incidents and requests through the complete ticket life cycle to agreed service standards and service levels.
Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, user support follow-up, and Technician interaction with other IT employees, co-workers, and outside vendors.
Provision and administer user accounts, distribution groups, and security groups in Active Directory.
Escalate to operations, solutions, infrastructure engineering, or appropriate resolver team when assistance is needed.
Job Requirements -
BS/BA degree or 4+ years experience within field
Required: 2+ years experience in an IT related support position with in-depth knowledge of resolving software, hardware, and networking issues.
Desired Skills & Experience -
Requires broad understanding and advanced technical acumen.
Skills consistently updated based on new software development and hardware technologies.
Proficient with Microsoft Windows OS, Office Suites, Exchange/Outlook, and Active Directory.
Familiarities with PC support tools and software distribution tools.
Experience using remote diagnostic tools for problem identification and resolution.
Utilizes problem solving, customer service skills, strong written, verbal and project management skills.
Must be self-motivated, strong organizational/interpersonal skills, and ability to prioritize workload.
Ability to meet specific deadlines and work under pressure.
Ability to maintain flexible work schedule.
Must be available for job-related light travel.