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Senior Help Desk

2 months 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.


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