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Help Desk Technician

2 months ago

Houston, United States McLane Intelligent Solutions Full time

The McLane Intel help desk team creates ongoing value for our clients by providing quick, effective, and intelligent solutions for their technical issues. By ensuring the stability of our client's systems and assisting clients in time of need, the Help Desk Technician provides support and engages closely with our project and escalation teams to provide long term solutions. Succeeding in this role will present numerous opportunities for the right candidate to grow within the company.

Remember to check your CV before applying Also, ensure you read through all the requirements related to this role.

Responsibilities:

Customer Service – Our Help Desk Technicians communicate with our clients daily. Every technician will deal with incoming issues and requests in a professional, courteous manner over the phone. Every interaction needs to reassure our clients that they are important to us and that we want them to be successful. Regular communication on issues we are working on is paramount to earning our client’s trust on an ongoing basis.

Resolution – Maintain and develop own knowledge and skills to assist with first time ticket resolution. Clients call our Help Desk to fix their issues. We will follow best practice to determine the root cause and fix the problem quickly. Ensure all issues are addressed and cleared within SLA – escalating to other internal and external teams as appropriate

Documentation – All client interactions need to be recorded in our tracking system for future reference. All changes in our client’s systems need to be documented in order to help all team members be successful.

Requirements

Be self motivated and with a drive to serve our clients and our team with integrity

Exhibit experience with Microsoft products including Windows Desktop, the Office Product Suite, and Microsoft 365 servers

Exhibit experience with Windows Server Environment including the use of Active Directory and Group Policy

Exhibit experience with Windows Remote Desktop in a corporate environment

Exhibit experience with network troubleshooting/configuration including basic configuration of managed switches and firewalls

Participate in our rotating on-call roster

Must be Customer and Team oriented

Excellent customer service

Preferred Skills:

Experience troubleshooting/configuring VOIP phone systems

Experience troubleshooting Mac workstations

L1 & L2 Support Workstation, Windows Servers, Network Firewalls VMs

Experience in a call center environment

Qualifications:

Associate Degree in technology related field or hands on experience can be substituted for degree

Microsoft Certification MCSA, A+, Network+, CCENT, or actively pursuing a certification, preferred but not required

Minimum 2 years experience in a technical help desk role or related technical experience

Minimum 2 years experience with software and hardware troubleshooting; examples: desktops, laptops, servers, email technologies, firewalls, switches, wireless, and mobile devices

Benefits

Health, Dental, Vision, and Prescription insurance

Short-term and long-term disability benefits

401K

Flexible Spending Accounts

Company provided Life Insurance

Paid Vacation, Sick Leave and Holidays