Information Technology Help Desk Support

1 month ago

fort worth, United States TSU ONE Full time

You'll be a member of an IT team that provides a single point of contact for end-users to receive support for all technology-related issues within the company's computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware, software, printers, scanners, mobile devices and telephone equipment to ensure they all work as designed. This person will be providing end-user assistance and troubleshooting problems in person, remote desktop support software, by telephone and via e-mail in a timely and efficient manner with a sense of customer service in mind. The IT Technician will be working at our corporate office in Fort Worth and provide support for our regional offices remotely.

*Bilingual (Spanish and English languages) is a PLUS

*Onsite and remote support experience required

*Level 2 experience also required

*Must have experience trouble shooting OneDrive, SharePoint, MS Products and syncing issues for onsite and remote customers

*Must be able to lift 30 lbs

Job Responsibilities

  • Provide onsite and remote support to end-users
  • Resolve helpdesk requests from end users via telephone, walk-ins, email, text message, and IMs in a courteous manner.
  • Respond to assigned tickets/tasks in accordance with SLA guidelines
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
  • Apply diagnostic utilities and best practice methodology to aid in troubleshooting.
  • Inform Supervisor of all technical support documentation that needs updating/amending when needed.
  • Supports iPhones using Mosyle MDM.
  • Manages and supports VOIP phone system.
  • Experience using remote support software like Zoho Assist to connect to remote users’ computers and troubleshoot.
  • Troubleshoot Windows Desktop and Microsoft Office applications
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • React to service outages promptly with adherence to standard operating procedures
  • Take ownership of tasks and follow through to ensure complete resolution
  • Perform hands-on fixes at the desktop level, including installing and upgrading hardware/software, implementing file backups, and configuring systems and applications.
  • Perform user management tasks in 3rd party applications
  • Test fixes to ensure the problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Perform related duties consistent with the scope and intent of the position.

Qualifications

  • 4 years’ experience working as an IT support technician in a corporate environment.
  • Associate degree in a technology related field or equivalent training.
  • Team First Mentality Required
  • In-depth understanding of Windows desktop operating system.
  • Knowledge of AD, DHCP, DNS and MS Exchange
  • Basic knowledge of Windows networking
  • Microsoft 365 including user administration and desktop application including Teams and Outlook.
  • Active Directory user management includes setup of new users, password changes, group membership, and removing terminated users.
  • Mobile Device Management (MDM) experience on any platform.
  • Ability to explain or teach technical procedure to non-technical users
  • Ability to pay close attention to details while performing technically detailed tasks
  • Ability to learn quickly on the job and keep up with technological changes.
  • Excellent written and oral communication skills.
  • Excellent and accurate documentation skills.
  • Ability to work effectively in a team with minimal supervision.

Job Type: Full-time

Preferred education:

  • Associate

Required experience:

  • Help Desk: 4 years

Benefit Conditions:

Schedule:

  • Monday to Friday

Job Type: Full-time

Pay: $22-25/Hour

Benefits:

Schedule:

  • Monday to Friday


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