Service Desk Technician

2 hours ago

Plano, Texas, United States She Recruits, LLC Full time
Job Title: Service Desk/Help Desk

Location: Plano, TX area

Salary: $65k-$80k

The Service Desk/Help Desk is the primary point of contact for clients seeking technical support. As a Service Desk/Help Desk Engineer, you will be responsible for providing reactive remote support to clients, ensuring their IT systems are running smoothly and efficiently.

Key Responsibilities:
  • Provide remote end-user support for managed services clients
  • Respond to service requests, incidents, and problems received via phone, email, chat, or client portal
  • Prioritize tickets based on client and severity, setting expectations with great communication and empathy to create an excellent client experience
  • Take direction from the CSR/Service Desk Coordinator relative to priority and service escalations and quickly respond to overflow service desk calls
  • Effectively escalate urgent service issues to the CSR/Service Desk Coordinator and service team members
  • Properly identify and assign tickets to the appropriate board based on the request type
  • Provide real-time ticket updates to clients in PSA Software, manage assigned tickets and schedules with documented service work and time
  • Report daily KPIs, including # of tickets closed and meet daily targets
  • Assist with onsite visits and MACDs as needed
  • Continual identification, support, and implementation of Process/Change Management
  • Create and maintain technical documentation, process, and knowledge base content
  • Identify ticket patterns and provide feedback to the team to proactively address and prevent future tickets
  • Become increasingly proficient with Remote Monitoring and Management (RMM) tools and use of scripting and automation for rapid, efficient issue resolution
  • Participate in on-call rotation for after-hours emergency support
  • Resolve all Tier 1 and Tier II Incidents, including:
  • Install & troubleshooting virtualization, experience with Hyper-V ideal
  • Desktop support and user device incidents
  • Network issues, including Domain Access, VPN, LAN/WAN/WLAN, and device issues
  • Server support issues, including AD and Group Policy
  • Ongoing management of Office 365
  • Assisting Centralized Services with RMM management and resolutions (fixing backup, virus protection, system alert, and event log issues, etc.)
  • Vendor Management, including application support, print, and phone system triage
  • Access control and security incident response and remediation
  • Desktop Moves, Adds, Changes, Decommissions (MACDs), including creation and deployment of new images
The Perks:
  • 2 days in office (Mon & Weds)
  • 100% company benefits that start DAY ONE
  • Great culture
  • Catered lunch for the company every quarter

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