Robert Half Technology
Fort Worth , TX 76106
Posted 2 months ago
Reporting directly to the Director of Information Technology, the IT Help Desk Technician will be responsible for providing Tier 1 and 2 IT end-user support to users according to the support Process. This position requires the ability to take incoming customer calls over the telephone, via email, or in-person, log calls in the Help Desk ticketing system, and resolve technical issues in a timely manner.
The right candidate will provide support to remote customers and must be able to troubleshoot remote access problems effectively. Some network administration tasks will be performed including creating new users, assigning rights, resetting passwords, etc. Responsibilities:
? Provide Tier 1 support and troubleshooting assistance for hardware and software issues for end-users and IT systems. ? Escalate issues to Tier 2/3 and application support team members as required. ? Serve as the first point of contact for customers seeking technical assistance ? Perform remote and onsite troubleshooting through diagnostic techniques and pertinent questions. ? Walk the customer through the problem-solving process ? Direct unresolved issues to the next level of support personnel ? Provide accurate information on IT products or services ? Record events and problems and their resolution in the ticketing system ? Follow-up and update status and information ? Document troubleshooting steps and confirm resolution of reported trouble ? Identify and suggest possible improvements on procedures ? Install, administer maintain laptops, desktops, printers, desk phones, user software etc. ? Manage new systems configuration, data backups, clean restore etc. as per standards ? Ensure that all systems have current security software updates and system patches ? Systems are primarily: Windows for desktops, laptops and servers, Cisco network, and VMware virtualization. ? Less than 10% travel required ? Rotating after hours support
? Good understanding of computer systems, mobile devices and other tech products ? Ability to diagnose and resolve basic technical issues ? Experience maintaining thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals ? Ability to prioritize work based on department and production objectives ? Service Management, Project Management, and Inventory Management skills ? Tech savvy with working knowledge of office automation products, databases and remote control ? Office 365 experience a plus. ? Proficiency in English. Spanish a plus. ? Customer-oriented and cool-tempered ? BSc/BA in IT, Computer Science or relevant field, or relevant certifications
Employment Type: Full Time