IT Help Desk Technician

Stage 3 Separation Houston , TX 77055

Posted 2 weeks ago

We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the companys reputation and business.

Responsibilities

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Available to take after hours support request

Requirements

  • Proven experience as a help desk technician or other customer support role
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent communication skills
  • Customer-oriented and cool-tempered
  • Office 365 user support/management experience, plus
  • Oil and Gas Support, plus
icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
IT Help Desk Technician

Blue Iron Technologies

Posted 3 weeks ago

VIEW JOBS 10/1/2020 12:00:00 AM 2020-12-30T00:00 <p>-Act as a single point of contact for support phone calls and email support requests delegated from staff regarding IT issues and inquiries.</p><p>-Actively participate with the BIT Helpdesk Support Team in providing exceptional support to staff on-site and off-site remotely via phone and/or alternate communication methods.</p><p>-Support technicians are responsible for providing assistance and troubleshooting and/or repair of enterprise end user systems to include network, physical and virtual server configurations/administration, various software packages, printers, scanning devices, mobile devices, and various other IT features.</p><p>-Support technicians are expected to be able to quickly and reasonably assess the status of requests in order to escalate unresolved support issues and meet service level agreement timelines.</p><p>-Staff are occasionally tasked with building or upgrading/configuring new and used PC and server hardware and software.</p><p>-All staff members are expected to follow all internal Helpdesk operating procedures, guidelines and protocol.</p><p>-Support technicians are required to maintain detailed troubleshooting and customer interaction logs provided in internal tracking tools such as AutoTask and Microsoft OneNote.</p><p>-Support technicians are regularly expected to perform vendor management for clients regarding matters requiring Microsoft, Dell, HP, ISP, Tyler Technologies, and various other application support teams.</p><p>-Efficiently follow-up with pending support requests that are not immediately resolved due to customer availability.</p><p>-Support technicians are required to monitor endpoint and backup system alerts and escalate errors.</p><p>-All Support staff are expected to interact with end users with a high-degree of tact, thoughtfulness and awareness of the current user situation in a complete effort to provide a blue-chip customer care experience.</p><p>-Support technicians are expected to learn via on-the-job training how to maintain, configure and troubleshoot various local municipal government software utilized by our customers.</p><p>-All Staff are required to assist with the creation and updating of internal IT policies and network diagrams.</p><p>-Support technicians may be expected to be dispatched to work on-site at locations requiring hands-on support that cannot be corrected through remote troubleshooting.</p><p>-Support staff will be expected to provide regular updates on the status of project work and open support inquiries as requested by the client management team.</p><p>-All staff will be expected to perform other various tasks related to IT support or customer care as they arise to include a rotational after hours on-call assignment</p><p><strong>Requirements</strong></p><p>-Working knowledge of Microsoft Operating Systems and various municipal applications.</p><p>-Experience in anti-virus endpoint protection administration.</p><p>-Understanding of network infrastructure and connectivity relationships is required.</p><p>-2-5 years previous Helpdesk, field support or telephone support desired.</p><p>-3-5 years of Microsoft Active Directory/Exchange Server administration strongly desired.</p><p>-Computer hardware component diagnostic &amp; replacement knowledge is required.</p><p>-Strong customer service-first perspective is required.</p><p>-Positive and optimistic approach to problem-solving is required. </p><p><strong>Benefits</strong></p><p>-60% employee medical coverage through Blue Cross/Blue Shield.<br></p><p>-Annual vacation, sick leave and personal paid time off.</p><p>-Simple IRA with 3% contribution matched by the company.</p> Blue Iron Technologies Houston TX

IT Help Desk Technician

Stage 3 Separation