Desktop Support Specialist

2 weeks ago


Houston, United States Addison Group Full time

Looking for an Entry Level Desktop Support Technician in the Houston area willing to go onsite


Job Description:

  • Respond to more complex support tickets and inquiries that have been escalated from Level 1 helpdesk.
  • Work with key stakeholders across different business segments to understand their needs and provide technical solutions.
  • Troubleshoot moderate to complex hardware, software, network, and operating system issues.
  • Lead small projects to improve IT operations and systems.
  • Collaborate with various groups to understand their technology needs and challenges.
  • Take ownership of issues to ensure timely resolution according to SLA.
  • Analyze, diagnose, and resolve moderately complex end-user problems.
  • Provide remote support for systems and applications.
  • Expedite issue resolution by coordinating with team members and management.
  • Accurately document details of issues, troubleshooting, and resolutions.
  • Maintain knowledge base articles to assist other technicians.
  • Identify appropriate assignment groups and transfer tickets accordingly.
  • Provide on-call support during non-business hours when needed.
  • Be able to travel to other local offices within the region when needed to provide on-site support.


Qualifications:

  • Associate's degree in IT or equivalent work experience.
  • 1-2 years of helpdesk and desktop support experience.
  • Experience troubleshooting common hardware, software, network, and OS issues.
  • Knowledge of managing Windows 10/11 environments.
  • Understanding of basic server technology and Active Directory.
  • Strong problem solving and troubleshooting skills.
  • Excellent written and verbal communication abilities.
  • Detail-oriented with strong documentation skills.
  • Ability to meet physical demands of role.
  • Desire to continuously expand your technical knowledge.
  • Experience working with ticket management systems (FreshService experience a plus).


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