Position: Help Desk Support Specialist
Location: Irving, TX
Reporting to: Vice President of IT
Our client is looking for a proven and energetic team member to be their next Help Desk Support Specialist on the IT team. This Help Desk Support Specialist will be responsible for assisting with technical escalations and managing multiple types of software. They will work closely with members of all company teams on minor and complex projects and problems. The ideal candidate will have fundamental knowledge of Active Directory, Microsoft Windows Operating Systems, Office 365, basic Cisco networking knowledge, and strong troubleshooting skills.
Our client is seeking a skilled first-level (Tier 1) Help Desk Support Specialist to help build their internal IT support team. This is a tremendous opportunity to get in with a new company with fantastic growth potential. This candidate will troubleshoot issues for all hardware and software-supported technologies. Our client offers a fun, fast-paced, team-oriented work environment.
Role & Responsibilities:
Provide resolution to problems that can be solved over the phone and in person, and when necessary, refer more complex problems to the IT Engineer.
Provides first-level support to end users for PC hardware and Network (Windows 10 environment) and Office 365.
Conducts problem determination for the Technology areas, including Voice, Network, PC, Laptop, Printer, Password Resets, etc.
Interacts with internal and external support teams and third-party vendors to identify and correct core problems.
Simulates or recreates user problems to resolve operating difficulties.
Maintains daily awareness of outages and issues system-wide.
Escalates incidents when necessary to ensure customer resolution.
Provides timely communication (oral or written) to the IT Engineer or other management personnel, as needed.
Promptly consult the IT Engineer or other management personnel regarding quality issues to determine acceptability or course of action.
Works overtime, as necessary, for after-hours system updates.
Maintains confidentiality regarding employee, company, and customer information.
Demonstrates commitment to and compliance with all company and departmental policies, procedures, and practices.
Sets up all new hire devices, work stations, ships devices to other locations, as necessary, and assists in inventory tracking.
Answering the help desk phone, effectively researching issues to find the root cause, taking first-level corrective action/s, and properly documenting each incident with all relevant details.
If issues are unable to be resolved within one business day, must be able to provide daily status updates until the issue is resolved.
Other miscellaneous job duties, as needed.
Works on-call rotation schedule with other IT personnel
Qualifications:
The job requires exceptional customer service skills, analytical thinking, the ability to learn and reference product and policy information that is subject to change, and a willingness to provide exceptional work quality while following all policies and procedures of the company.
High School Diploma or equivalent education required. Some technical certifications or other college courses are preferred
2+ years of experience or an equivalent combination of Customer Service education and experience required
Bilingual English/Spanish preferred
Experience in health care or related industries preferred
Ability to prioritize, multitask and problem solve
Positive and professional demeanor
Ability to build rapport with customers, team members, and vendors
Good written and verbal communication skills
Excellent proficiency in Microsoft Office applications
Excellent analytical and problem-solving ability, attention to detail
Strong organizational skills and deadline-driven
Must be a motivated self-starter with a proactive personality who can work independently or with a team
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this job, the employee is frequently required to stand; walk sit (considerable desk time); use hands to find, handle, or feel; reach with hands and arms; climb or balance; repetitive keyboard motion and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. The employee may occasionally be required to lift or move up to thirty-five pounds. Specific vision abilities required by this job include close vision, distant vision, and the ability to adjust focus.