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Helpdesk in Houston, TX at Search Services

Date Posted: 11/14/2018

Job Snapshot

Job Description

SUMMARY

The Purpose of the Service Desk Agent position is to provide a single point of contact to meet the Information Technology needs, of both users and IT employees on a day to day basis. It is also a focal point for reporting and resolving incidents, including disruptions in service availability or quality and for making service requests which are routine request for service.

Work Environment: Office oriented,  Computer intensive

RESPONSIBILITIES:

Under general direction, provides first tier support to end users for PC hardware, including peripherals, and software in a fast paced environment. Candidate would address issues first tier and second tier support would address over the phone or remotely form Houston office. This role may require interaction with network, server, application database, etc. teams to restore service and/or identify and correct the root problem. Involves simulation or recreation of user problems to resolve operating difficulties. Recommends modifications to reduce user problems. Maintains high level of technical skill in field of experience. Escalates complex problem to second level support or to on call support. Finally, responsible to follow the defined process and procedures for Global Service Desk and being up to date with all training courses and materiel.

QUALIFICATIONS:

Education/Certification

  • Bachelor, or equivalent work experience
  • Experience within IT
  • ITIL V3 foundation certification
  • Strong customer service orientation.
  • Strong written and verbal communication skills
  • Advanced analytic and problem solving skills
  • Excellent interpersonal skills
  • time management skills
  • Excellent quality assurance skills
  • Excellent team player skills
  • Operating Systems:  Microsoft Windows 7/Windows 10 Experience
  • Service Desk:  Symantec Altiris Service Desk Experience
  • Hardware:  Dell, HP & Lenovo Hardware Experience
  • Software:  Symantec Endpoint Solution, Microsoft Office 2007/2010/2016
  • Printers:  HP, Xerox and multifunction devices
  • Phone:  Cisco IP Phones and Jabber
  • Experience with Service Now
  • Experience with Active Directory Users and Computers
  • Experience in troubleshooting TCP/IP DNS, and Cisco VPN

Recommended:

  • MOS certification(s)
  • Microsoft Certified IT Professional (MCITP)
  • A+ certification
  • Experience with support engineering applications such as AutoCAD
  • ITIL Foundations Certification
  • Bilingual Spanish