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Service Desk Specialist

3 months ago

Fort Worth, United States CornerStone Technology Talent Services Full time

Job Title: Service Desk Specialist

City: Fort Worth (Downtown)

State: Texas

Employment type: Temp to Hire

Schedule: Training shift for up to 3 months will be 8a-5p, after training work a shift either 10:30am - 7:30pm;

11:30am - 8:30pm; 12:00pm - 9:00pm

Location: On Site

CornerStone Technology Talent Services Team is seeking a Service Desk Specialist for a financial client in the Fort Worth area. As the Service Desk Specialist, you will be responsible for utilizing Microsoft Software, troubleshooting/repairing desktops, and providing remote support of Network/POS systems. Qualified candidates will have 1-4 year’s customer service-related experience, and knowledge of basic network concepts and technologies. This is an exciting opportunity for someone newer to the IT field and looking for a company to grow with and further their career goals.


Roles and Responsibilities:

• Providing technical support to customers, troubleshooting hardware and software issues by phone.

• Respond to questions from callers and remotely assist with technology problems.

• Follow standard operating procedures; accurately log all help requests using call tracking software.

• Accept general responsibility for maintaining software/hardware installations within corporate policies.

• Escalates incidents to a higher-level technical support group only when necessary.

• Conducts customer satisfaction call-backs and ensures that all resolved tickets are closed.

• Facilitates and carries out communication of service outages, both planned and unplanned.

• Provides support to end users on a variety of issues.

• Identifies, researches, and resolves basic technical problems.

• Documents, tracks, and monitors the problem to ensure a timely resolution.

• Travel is required

• All other duties assigned by the leadership team.


Qualifications:

• High School diploma or GED with 1-4 years of IT-related experience.

• Must be able to work evenings and weekends as part of a rotating schedule and/or as dictated by business needs. Team hours of operation are 7am to 9pm Mon – Fri, 7am to 8pm Sat, 10am – 6pm Sun.

• Customer service, Service Desk or Help Desk experience in a corporate environment is a plus.

• A+, Network+, MCP, or MCSA Certifications are a plus but not required.

• Experience in pawn, loan, banking, or consumer finance preferred

• Basic knowledge of business standard software: MS Office, O365, Anti-virus, Windows 7, Windows 10, and VPN.

• Basic hardware troubleshooting and repair of desktop PCs, laptops, and PC peripherals

• Knowledge of basic network concepts and technologies and remote support of Network and POS systems.

• Availability for occasional business travel preferred