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Desktop Support Specialist

2 months ago

Houston, United States PosiGen Full time
Job DescriptionJob Description

Summary

The DESKTOP Support Specialists will be a part of and work closely with the Technology Team. As one of our full-time IT Support team members, you will be responsible for resolving software, business application, and hardware support problems. You will also maintain in-depth knowledge of supported products and services and maintain documentation, records, and procedures. You will be responsible for:

*This position will be remote to start then will transition into hybrid*

Essential Job Functions

  • Respond to customer support tickets promptly, providing concierge-level technical support, documenting resolutions to support requests daily, and escalating tickets as needed.
  • Investigate, diagnose, and resolve software & hardware support problems locally and at other locations
  • Provide user support for Google Workspace, Okta, and two-factor authentication issues
  • Assist Technical Lead with management of Active Directory, Okta, and Google Workspace ecosystems
  • Perform user account provisioning and de-provisioning in Okta
  • Repair equipment and replace parts
  • Support team as needed including quality improvements, process improvement, SOP modifications and creation
  • Maintain accurate data on company PC inventory and other IT assets
  • Collaborate with IT Manager to manage stocks of equipment, consumables and other supplies
  • Set up computers and mobile devices for new hires
  • Work closely with hiring managers to recover equipment following employee separation
  • Communicate with employees regarding the status of their Service Desk tickets
  • Communicate with 3rd party support vendors to resolve support calls that require action from them
  • Create user level training documentation and add solutions to the knowledge base as needed
  • Install and configure systems, networks, printers, scanners and more
  • Maintain records of software licenses
  • Provide orientation to new users and train staff about potential uses of existing technology
  • Travel as required between 10% and 20% of the time based on company need and special projects
  • Be available 24/7 after hour rotation support.

Competencies

  • Technical Capability
  • Ability to diagnose and resolve technical issues
  • Ability to analyze and identify trends
  • Customer/Client Focus
  • Ability to design, plan and implement processes relating to the IT environment
  • Intermediate-level decision-making, analytical problem solving and interpersonal skills.
  • Good written and verbal communication skills.
  • Strong attention to detail, with a focus of rapport-building, listening, and questioning.
  • Ability to communicate technical information verbally to end-users and create knowledge articles.
  • Demonstrated ability to effectively communicate and handle difficult situations and customers

Education/Experience

  • 1+ years of experience working in a Help Desk call center environment
  • Technical degree or technical certification/certificate (preferred)
  • Technical support, customer service, remote troubleshooting and software support experience
  • 1+ years of experience with Active Directory, Google Workspace and Okta
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Advanced understanding of operating systems, business applications, printing systems, and network systems as well as support tools, techniques, and how technology is used to provide IT services
  • Experience using help desk ticket software
  • Proficiency in Google Workspace preferred
  • Effective verbal and written communication abilities.
  • Ability to work independently and prioritize tasks effectively.
  • Excellent customer service and interpersonal skills.
  • Detail-oriented with a passion for technology and eagerness to learn.
  • Ability to maintain confidentiality of company information

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.
  • While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
  • The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.

Base Salary$25—$30 USD