Onsite-Help Desk Technician

3 days ago

Houston, United States TexcelVision Inc. Full time
We are seeking candidates in the following Houston area locations:
• 610 & Hearth Rd Houston TX 77054
• I-10 & Federal Rd Houston TX 77015
• Beltway 8 & John F. Kennedy Blvd Houston TX 77032
• 290 & Hollister Houston TX 77040
• I10 & Dairy Ashford Rd Houston TX 77079

Position Requirements:
Priority will be given to candidates who meet the following criteria:
• Advanced technical troubleshooting skills
• Proven customer service experience
• Familiarity with VoIP phone systems
• At least two years of experience in a fast-paced IT helpdesk environment
• Ability to quickly learn new technologies

Candidate Expectations:
• Required Education: High school diploma or equivalent (additional certifications or degrees are a plus)
• Required Certification: A+ certification. Candidates must provide their certification number upon application-resumes without this information will not be considered.
• On-Call Requirement: Hired candidates will be required to be on-call for one week every 5-8 weeks.

Job Description

SPECIFIC CERTIFICATION OR QUALIFICATIONS REQUIRED: High school diploma

Minimum: Associates Degree or A+ Certification, N+ Certification, or MTA Certification

Required Technical Expertise:

1. First-Level Support and Issue Escalation:
• Functions as the primary interface for initial troubleshooting of software, hardware, and telephony systems, with proficiency in escalating Tier 2 and Tier 3 issues to appropriate IT specialists.
• Ensures client satisfaction by providing high-level, clear communication channels and sophisticated problem-resolution techniques.

2. Analytical and Diagnostic Skills:
• Applies methodical analytical approaches to diagnose underlying problems in desktop and network infrastructures during user interactions.
• Expert in systematic troubleshooting and fault isolation across a range of IT assets.

3. Ticketing System Management:
• Manages and monitors the ticketing system (Cherwell), ensuring timely responses and proper ticket assignment.
• Facilitates the creation and follow-up of service tickets, escalating complex issues as needed.

4. Technical Proficiency:
• Proficient in various applications including Cisco Communications, VPN software, Active Directory, Windows OS, and Microsoft Office suite.
• Demonstrates troubleshooting capabilities for devices such as computers, printers, scanners, and telephones.
• Understands network fundamentals, including firewall rules and LAN configurations.
• Familiar with Cisco VoIP systems and cybersecurity principles to effectively identify and mitigate security threats.

5. Hardware and Software Deployment:
• Executes system upgrades, installations, and comprehensive hardware configurations, alongside reimaging within corporate IT standards.
• Implements strict hardware asset management protocols and enforces security policies including user account controls and PCI compliance adherence.

6. Network and Security Foundations:
• Possesses an understanding of network infrastructure components, including PC firewall configurations and basic VoIP setup.
• Enforces cybersecurity measures by recognizing and neutralizing threats in accordance with established organizational security frameworks.

7. Emerging Technologies and Systems Management:
• Working knowledge with Microsoft Intune for device and application management across diverse mobile ecosystems, including Android and iOS.
• Familiar with document management systems such as Application Xtender, enhancing document storage and retrieval processes.

8. Research, Documentation, and Knowledge Base Development:
• Conducts targeted technical research using specialized search engines to enhance troubleshooting capabilities.
• Crafts detailed service documentation and procedural guides to bolster service desk efficiency and knowledge sharing.

9. Proactivity and Multitasking:
• Proactively addresses pending service requests and incomplete tickets.
• Displays initiative and manages multiple tasks simultaneously

10. Additional Duties:
• Willingly performs additional responsibilities to support the IT department's objectives."

Other Job Requirements: Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to lift and carry parcels, packages and other items up to 50 lbs., to walk short distances, and drive a vehicle occasionally with computer equipment to end location.

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