IT Help Desk Specialists

Intellitrans Houston , TX 77020

Posted 3 months ago

TransCore (TRN), a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is seeking full-time IT Help Desk Specialists to join our team in Houston, Texas.

Job Summary:
These positions provide exceptional phone and email support to our customers experiencing software or hardware related issues within our industry leading products. Responsibilities include 24hr/7 day monitoring and analysis of production systems, dispatch and coordination of field service technicians, research and documentation of identified or reported issues, and professionally written and/or verbal communication with customers (both internal and external).

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Provide technical support regarding our products to our customers experiencing usage or performance-based issues

  • Monitor email and phone communication (both internal and external) in order to promptly and properly acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies.

  • Determine the cause of the problem.

  • Handle problem recognition, research, isolation, resolution and follow-up for issues that arise, properly document and escalate more complex problems to supervisor or technical staff.

  • Log and track calls and maintain history records and related problem documentation.

  • Attention to detail both in communications and monitoring requirements for production systems.

  • Maintain an exceptional level of service and adhere to contractual customer performance requirement.

  • Collaborate with development, deployment, and field support teams to insure proper issue resolution and customer service.

Education: Associates Degree in Computer Science or related discipline and 3 years of experience or Bachelors degree with one year of experience.

Experience: Typically requires a minimum of 3 years of helpdesk support or equivalent.

Required Skills:

  • Strong understanding of help desk support principles including documentation and issue ownership

  • Working knowledge of Windows Operating Systems and Microsoft Office applications

  • Excellent customer service skills with a focus on call control, attention to detail, and methodical troubleshooting

  • Strong analytical skills and reasoning ability to identified solutions to technical issues

  • Ability to effectively communicate technical information to both customers and management in written and verbal form.

  • Ability to independently manage your time and handle multiple tasks.

  • Flexibility to work extra hours as required.

Desired Skills:

  • A+ Certified

  • Familiarity with tolling industry

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IT Help Desk Specialists