Senior Help Desk

3 weeks ago

Dallas, United States Catapult Solutions Group Full time

Senior Help Desk Specialist

Department: IT

Location: On-site in Dallas, TX 75201- 5 days a week

Role Type: 6-month Contract-to-hire (Position will look to convert permanent after 6 months)

Hours: Position works an eight-hour shift schedule coordinating with teammates to ensure coverage from 6:30 a.m. to 6:30 p.m.


About Our Client

A privately held exploration and production company, successfully conducted worldwide petroleum operations for nearly 90 years and is one of the world’s leading independent energy companies. The mission of the company is to be a growth-oriented industry leader respected throughout the world for the quality and competency of its people, the efficiency and scope of its operations, and its rich heritage of honesty and integrity.


Position Overview

The Senior IT Help Desk Specialist is responsible for providing advanced technical support and assistance to end-users in our organization. They will serve as a point of escalation for complex IT issues and play a key role in maintaining the overall functionality of the organization's IT systems. The position reports to the Manager of End-user Services. The successful candidate will support the Culture, Values, and Strategic Goals of the company and its family of companies.


Duties & Responsibilities

  • Leadership: Ensure that the help desk teams across our globally distributed call centers provide consistent and reliable support to end-users, having sensitivity to cultural differences and can adapt communication styles accordingly.
  • Global Service Standardization: Establish and maintain consistent service standards and best practices across all call center locations to ensure a unified support experience.
  • Technical Support: Provide expert-level technical support to end-users by troubleshooting hardware, software, network, and application issues. Resolve complex IT problems efficiently and effectively.
  • Escalation Point: Act as a senior point of escalation for unresolved issues from junior help desk specialists and end-users. Offer guidance, mentorship, and solutions to less experienced team members.
  • Documentation: Maintain highly accurate ticket entries in the ITSM tool. Track and monitor issues to ensure timely resolution. Create and maintain Help Desk Standard Operating Procedures.
  • Knowledge Owner: Contribute and have ownership of our Internal IT and End user facing knowledge bases, providing oversight and accountability. Actively contributing detailed solutions for common issues.
  • Problem-Solving: Analyze and identify root causes of reoccurring problems. Research, resolve, and escalate technical problems. Recommend, and implement solutions using technology, software, and processes to perform tasks with minimal human intervention. Collaborate with IT management to provide feedback and suggestions for improving IT processes, infrastructure, and user experience.
  • User Training: Participate in training programs to address the shifting application support needs of the help desk and develop automation adhering to best practices. This includes collaboration with the End-user Desktop Support team and other IT Teams for gaining experience with departmental support.


Required Experience & Skills

  • Minimum of 4-6 years of experience in IT support, with at least 2 years in a senior or lead role
  • Prior experience mentoring/training as a peer or senior employee would be ideal
  • Proficiency in using and troubleshooting Microsoft Office 365 applications such as Outlook, Word, Excel, PowerPoint, and Teams. Understanding of how these applications integrate with cloud-based services, including SharePoint, OneDrive, and Exchange Online.
  • Must have basic knowledge of ITIL and have worked with an industry standard ITSM tool (i.e. Helix, ServiceNow, Remedy, Cherwell, HEAT).
  • Demonstrated experience with most common hardware and software systems, including laptops/desktops, docking stations, basic network troubleshooting, a basic understanding of client/server environment, local and networked printers, monitors, mobile device support, and office phones.
  • Exceptional customer service mindset with Exceptional interpersonal skills, with a focus on building rapport, listening, and questioning skills.
  • Understanding of the specific IT needs and challenges in retail environments, including point-of-sale (POS) systems and customer service solutions.


Nice to Have’s:

  • Bilingual in English and Spanish, preferred.
  • IT industry certifications (i.e. A+, Network+, Microsoft Office, MCP, ITIL, etc) are a plus.
  • Relevant certifications (e.g., CompTIA A+, Network+, Security+; Microsoft Certified Professional; Cisco Certified Network Associate) are a plus.
  • Familiarity with Citrix Receiver or Citrix Workspace App, Horizon View or other virtualized environments is a plus.


Education

  • High School Diploma Required.
  • Associates degree or Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience) strongly preferred.


Job Segment: IT | Help Desk | Information Technology | ITIL | ITSM | ServiceNow | Helix | IT Support

  • Senior Help Desk

    3 weeks ago

    dallas, United States Catapult Solutions Group Full time

    Senior Help Desk SpecialistDepartment: ITLocation: On-site in Dallas, TX 75201- 5 days a weekRole Type: 6-month Contract-to-hire (Position will look to convert permanent after 6 months)Hours: Position works an eight-hour shift schedule coordinating with teammates to ensure coverage from 6:30 a.m. to 6:30 p.m.About Our ClientA privately held exploration and...

  • Senior Help Desk

    3 weeks ago

    dallas, United States Catapult Solutions Group Full time

    Senior Help Desk SpecialistDepartment: ITLocation: On-site in Dallas, TX 75201- 5 days a weekRole Type: 6-month Contract-to-hire (Position will look to convert permanent after 6 months)Hours: Position works an eight-hour shift schedule coordinating with teammates to ensure coverage from 6:30 a.m. to 6:30 p.m.About Our ClientA privately held exploration and...

  • Senior Help Desk

    2 weeks ago

    Dallas, TX, United States Catapult Solutions Group Full time

    Senior Help Desk SpecialistDepartment: ITLocation: On-site in Dallas, TX 75201- 5 days a weekRole Type: 6-month Contract-to-hire (Position will look to convert permanent after 6 months)Hours: Position works an eight-hour shift schedule coordinating with teammates to ensure coverage from 6:30 a.m. to 6:30 p.m.About Our ClientA privately held exploration and...

  • IT Help Desk Supervisor

    4 weeks ago

    Dallas, Texas, United States Parkland Health and Hospital System (PHHS) Full time

    About the RoleParkland Health and Hospital System (PHHS) is seeking a highly skilled and experienced IT Help Desk Supervisor to join our team. As a key member of our IT department, you will be responsible for supervising a team of Help Desk Support staff in a 24x7x365 call center. Your primary goal will be to ensure that our end-users receive the appropriate...

  • IT Help Desk Supervisor

    1 month ago

    Dallas, United States Parkland Health and Hospital System Full time

    Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a...

  • IT Help Desk Supervisor

    4 weeks ago

    Dallas, United States Parkland Health and Hospital System (PHHS) Full time

    Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a...

  • Help Desk Supervisor

    1 month ago

    Dallas, Texas, United States Hunt Corporation Full time

    Job Title: Help Desk SupervisorJob Summary:The Help Desk Supervisor is responsible for overseeing the daily operations of the Help Desk team, ensuring that service level agreements and key performance indicators are met. This role involves assessing the team's processes and performance metrics, identifying areas for improvement, and implementing changes to...

  • Help Desk Technician

    1 month ago

    Dallas, Texas, United States Scout Energy Management Full time

    Job Title: Help Desk TechnicianScout Energy Management is seeking a skilled Help Desk Technician to join our IT team. As a Help Desk Technician, you will be the primary point of contact for employees seeking technical assistance and will play a key role in ensuring the smooth operation of our computer systems.Key Responsibilities:Manage IT onboarding for new...

  • Help Desk Supervisor

    1 month ago

    Dallas, United States Hunt Consolidated, Inc. Full time

    Company Overview: A privately held exploration and production company, Hunt Oil has successfully conducted worldwide petroleum operations for nearly 90 years and is one of the world's leading independent energy companies. The mission of Hunt Oil Company is to be a growth-oriented industry leader respected throughout the world for the quality and competency...

  • Help Desk Supervisor

    1 month ago

    Dallas, United States Hunt Corporation Full time

    Job DescriptionCompany Overview: A privately held exploration and production company, Hunt Oil has successfully conducted worldwide petroleum operations for nearly 90 years and is one of the world's leading independent energy companies. The mission of Hunt Oil Company is to be a growth-oriented industry leader respected throughout the world for the quality...

  • Help Desk Manager

    2 months ago

    Dallas, United States Robert Half Full time

    Job DescriptionJob DescriptionWe are offering an exciting opportunity for a Help Desk Manager in the legal industry in Dallas, Texas. This role involves overseeing the operation of our IT support services, managing a team of IT professionals, and using a range of technologies to assist our clients and staff.Responsibilities:• Overseeing the daily...

  • Help Desk Technician

    2 months ago

    Dallas, United States Scout Energy Management Full time

    Help Desk Technician - Job Description Scout Energy is a private energy investment firm that acquires, operates and improves upstream conventional oil and gas and associated midstream properties for institutional investors. Scout's business is both the management of private energy funds and the operation of the oil and gas assets it owns. Th current employee...

  • IT Support Technician

    1 day ago

    Dallas, United States VitalCaring Group Full time

    Join VitalCaring as an IT Support Specialist - Help Desk, Dallas TXCome Home to VitalCaring where we have a heart for home health care! If you are searching for a new home for your career, come home to VitalCaring! Who Is VitalCaring VitalCaring was established in 2021 and is already one of the nation's leading home health and hospice providers with over 65...

  • Help Desk Operations Manager

    4 weeks ago

    Dallas, Texas, United States Hunt Corporation Full time

    Job SummaryThe Help Desk Supervisor will oversee daily operations and prioritize tasks for the Help Desk team, ensuring service level agreements and key performance indicators are achieved. This role involves managing escalated customer issues to resolution on behalf of the Help Desk team, as well as supervising, training, and mentoring the help desk staff...

  • IT Help Desk

    1 month ago

    Dallas, United States Motion Recruitment Full time

    One of the nation's top performing labor broker companies are looking to bring on a Support technician to their growing team. This company's mission is to provide expertise of installation services that include improvements in products such as doors, windows, siding, and kitchen appliances. They are looking for a Help Desk technician to join their team as...

  • Help Desk Operations Manager

    4 weeks ago

    Dallas, Texas, United States Hunt Consolidated, Inc. Full time

    Job Summary:The Help Desk Supervisor is responsible for overseeing daily operations and prioritizing tasks for the Help Desk team, ensuring service level agreements and key performance indicators are achieved.This role involves assessing the help desk team's processes and performance metrics, identifying and implementing changes where needed to enhance...

  • Help Desk Operations Manager

    1 month ago

    Dallas, Texas, United States Hunt Consolidated, Inc. Full time

    Job Title: Help Desk SupervisorJob Summary:The Help Desk Supervisor is responsible for overseeing the daily operations of the Help Desk team, ensuring that service level agreements and key performance indicators are met. This role involves assessing the team's processes and performance metrics, identifying areas for improvement, and implementing changes to...

  • Help Desk Technician

    1 month ago

    Dallas, United States Trinity Consultants Full time

    We are an Environmental Consulting company seeking a full-time I.T. Helpdesk Support Technician 1 to work primarily on-site with a dynamic team and a rapidly growing company in the Dallas area. We are looking for an individual with a background in computer repair, troubleshooting, and familiarity with Windows 10/11 and the Microsoft 365 suite (Outlook, Word,...

  • Help Desk Technician

    4 weeks ago

    dallas, United States Trinity Consultants Full time

    We are an Environmental Consulting company seeking a full-time I.T. Helpdesk Support Technician 1 to work primarily on-site with a dynamic team and a rapidly growing company in the Dallas area. We are looking for an individual with a background in computer repair, troubleshooting, and familiarity with Windows 10/11 and the Microsoft 365 suite (Outlook, Word,...

  • Help Desk Technician

    1 month ago

    dallas, United States Trinity Consultants Full time

    We are an Environmental Consulting company seeking a full-time I.T. Helpdesk Support Technician 1 to work primarily on-site with a dynamic team and a rapidly growing company in the Dallas area. We are looking for an individual with a background in computer repair, troubleshooting, and familiarity with Windows 10/11 and the Microsoft 365 suite (Outlook, Word,...