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Help Desk Support Technician
5 days ago
**Title: Helpdesk support Technician**
**Location: Dallas, TX**
**FullTime (Permanent) Position**
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Administer and provide User account provisioning. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's..
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
Perform user account management activities Escalate complex problem to appropriate support specialists Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications). Troubleshoot client software and basic network connectivity problems. Identify, evaluate and prioritize customer problems and complaints. May train users and operators on a limited basis and/or may write training procedures. Participate in on-going training and departmental development. Routine maintenance updates with other IT staff and business units. Provide all required documentation including standards, configurations and diagrams. Provide knowledge transfer of EUC operations
(1.) To maintain high login Efficiency (Availability) for customers.
(3.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be. (4.) Work on value adding activities such Knowledge base update and self development.
(5.) To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
(6.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.
Pay: $20.00 - $24.00 per hour
**Benefits**:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
Ability to Relocate:
- Chandler, AZ: Relocate before starting work (required)
Work Location: On the road
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