Service Desk Technician

3 weeks ago

Fort Worth, United States CareerBuilder Full time

Job Title: Service Desk Technician
Location: Fort Worth, TX (Onsite)
Pay based on experience: $20-$23/hr.
Schedule: Must be able to work overnight and weekends

CornerStone Technology Talent Services is seeking a Service Desk Technician for a position in Fort Worth, TX. As the Service Desk Technician, you will be responsible for being the initial point of contact for users to report issues. Qualified candidates will monitor the self-service queue for support requests, call users to obtain clarification of request, document and resolve what they can and reassign the rest to the appropriate group. This is an exciting opportunity for someone looking for a company to grow with and further their career goals. We are direct with them, so the hiring process will be quick, easy, and efficient.

Key Responsibilities:
- Responding to incoming telephone calls and emails in a courteous and professional manner to address technical queries and concerns.
- Building strong rapport with users and gathering detailed information to provide remote support efficiently.
- Recording and tracking user identification information and troubleshooting steps to facilitate issue resolution.
- Escalating complex issues promptly to ensure timely resolution.
- Providing hands-on desktop support including software installation, system configuration, and backups to maintain internal user productivity.
- Contributing to IT process improvement initiatives by participating in various IT projects as assigned.
- Adhering to established IT and company protocols and guidelines to ensure data security.

Qualifications:

Education:
- Preferably a College Degree in Computer Science. Relevant work experience in IT administration or technical support may be considered in lieu of a degree.

Experience:
- Minimum of 1 year of prior work experience in a related position such as IT administration or user support.
- Experience in working within a team-oriented and collaborative environment.
- Proficiency in desktop and service operating systems, including Microsoft platforms.
- Familiarity with Helpdesk software and extensive application support experience with M365 Admin, MS Office Suite, Active Directory, and Exchange Admin.
- Knowledge of diagnostic utilities.

Skills and Abilities:
- Proficient in basic computer hardware setup, peripheral installation, and configuration.
- Excellent written and oral communication skills with strong documentation abilities.
- Exceptional interpersonal skills with a focus on building rapport and effective communication.
- Ability to conduct research on various computing issues and present solutions in a user-friendly manner.
- Self-motivated with keen attention to detail.
- Strong troubleshooting, analytical, and problem-solving abilities.
- Ability to prioritize and execute tasks efficiently in high-pressure environments.
- Customer service-oriented approach.

Other Requirements:
- Bilingual proficiency in English and Spanish preferred.
- Availability for after-hours and weekend calls on a rotating schedule.
- Working knowledge of AS400 preferred.

Office Equipment and Software:
- Proficiency in operating PCs, telephones, and various peripherals.
- Familiarity with MS Office applications (Word, Excel, Outlook) and basic computer hardware setup.

Sensitive Information: - Responsible for handling user IDs and passwords.

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