IT Service Desk Technician I - Plano, TX

    • Job Tracking ID: 512935-579667
    • Job Location: Plano, TX
    • Job Level: Entry Level (less than 2 years)
    • Level of Education: High School/GED
    • Job Type: Full-Time/Regular
    • Date Updated: June 15, 2017
    • Years of Experience: Up to 2 Years
    • Starting Date: July 17, 2017
    • Salary Type:: Hourly
    • Rate:: $15.23
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Job Description:

This position is responsible for the support of end users. Identifies, researches, and resolves technical problems, and responds to telephone calls, emails, ticket system, and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. In this role customer service is the main part of your position. You have the challenge of deescalating the situation, reassuring the customer and then fixing the issue.

Key Result Areas

Essential

  • Identify, diagnose and resolve technical hardware and software issues reported by users. Triage and seek to understand scope of issue and document the issue effectively within the ticket system. Escalate all other issues to appropriate resource.

  • First responder to issues reported by users. Use unrivaled customer service and communication to build relationships with internal employees and clients, and ensure that all ticket transactions meet turnaround time targets.

  • Able to identify and organize request according to priority. Use tools available such as due date, urgency, impact, and scope of issue to prioritize requests. Up-channel prioritization difficulties to direct supervisor if needed.

  • Deliver, tag, set-up, and assist in the configuration of end-user hardware, software and peripherals.

  • Understanding and operation of FTP transmissions and associated applications.

  • Comply with HIPAA regulations in privacy and security.

  • Ability to provide user education using non-technical terms, and may provide small-group trainings to develop others.

  • Follow standard and documented service desk procedures.

  • Log all service desk interactions within the ticket system.

Additional

  • Use good judgment in assisting TSC team members and the Facilities Coordinator as directed.

  • Ability to work with the building owner and property management to get facility request completed

  • Perform facility tasks, in addition to your IT task, such as but not limited to changing lights, moving office furniture, hanging items throughout the office and assisting with any facility needs that may arise.

  • Able to react to change productively and handle other essential tasks as assigned

Experience and Skills:

Education

  • Technical certifications such as, but not limited to, A+, Security+, Network+ are highly recommended

    Skills

  • Operating Systems- Microsoft Windows 7 or above

  • Basic troubleshooting, verbal and written communication skills

  • Good working knowledge of Microsoft Word and Excel or other comparable software programs

  • Other IT industry applications and service desk procedures are beneficial

  • Any experience with VMWare, VSphere and VMView is a plus

    Qualifications

  • Ability to use good judgment in problem solving.

  • Good interpersonal, organization & leadership skills.

  • Ability to work independently and take initiative without supervision.

  • Ability to efficiently and effectively perform the Essential Key Result Areas with or without a reasonable accommodation without posing a direct safety threat to others or self.

  • Goal oriented, with personal career plans related to technology

  • Extremely positive attitude, with strong drive to help others and demonstrate excellent teamwork.

  • Some physical effort is required which may involve long periods of standing, walking, bending, reaching, stretching, climbing or similar activities as well as lifting or moving items weighing upwards of 50 pounds.

  • Protect and enhance the Core Purpose and the Core Values of the AmeriBen/IEC Group.