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12761 IT Service Desk

Our client is seeking to fill an IT Service Desk role. 

Teammates will utilize TeamViewer to deliver remote user support services and work with the Ivanti ticketing system to address Incidents/Service Requests. Teammates will answer technical support calls, work/prioritize tickets accordingly, and collaborate and work with other staff and vendor support resources to resolve issues. Candidates must be energetic and focused with a strong motivation to learn innovative technologies and processes. This position requires dedication, strong attention to detail, persistence, follow-up, effective utilization of provided resources and OBSESSIVE customer service. Teammate should possess basic technical acumen with the ability to pick up new skills and knowledge (i.e. product and inner working of software and hardware,) and possess the ability to apply learnings gleaned from technical training.

Responsibilities:

  • Performs basic to intermediate-level troubleshooting:
  • Password resets, AD account unlocks, printer configurations, VPN, hardware issues, etc.
  • Logs, routes, categorizes, escalates Incidents/SRs
  •  Ensure requests are routed to the proper resource to be resolved quickly and efficiently.
  • If issue is unknown, request assistance within ITSD Teams chat, then ITSD Manager, then ITSD Director
  • Address phone calls on Softphone; logs ticket for user
  • Replies to emails, Teams messages
  • Self-starter – Accepts/self-assigns cases from the support queue
  • Clearly communicate status on problems as well as resolutions
  • Provide outstanding customer service and satisfaction
  • Ability to work in a team and communicate effectively
  • Writes/Reviews SOPs
  • Handles alarm response raised by the IT monitoring tools (desired, but not required)


Core Competencies:

  • Teamwork – Builds strong relationships and works collaboratively with others to meet shared goals; Strengthens relationships by promoting mutual trust and supporting teammates.
  • Accountability – Holds self and others accountable to meet and exceed commitments; Focuses on quality results, monitors progress, learns from mistakes, and strives for improvement.
  • Results Driven – Can be counted on to drive pace to achieve results and consistently meet or exceed expectations; Executes priorities with a focus on critical work to achieve targeted goals. Identify and implement continual process improvements and operational efficiencies.
  • Sound Judgment – Makes good, business-minded decisions by analyzing the situation, leveraging experience, and using available information; objectively evaluates problems, discovers root causes, and works toward timely resolution.
  • Customer Focus – Maintains a relentless focus on customers and is committed to the continuous improvement of services; keeps internal and external customers in mind at all times and strives to proactively address customer concerns and needs.


Specialized Competencies:

  • Analytical Ability – Ability to work with a large number of details and data; ability to analyze and challenge details, data and facts prior to decision making in order to repeatedly make accurate decisions.
  • Attention to Detail – Ability to process detailed information effectively, consistently and quickly; the ability to catch and fix minor errors quickly.
  • Multi-Tasking – Ability to manage multiple responsibilities at the same time by focusing on one task while keeping track of others and effectively performing different tasks one after the other.
  • Technical Awareness – Ability to match resources to technical issues appropriately..
  • Time Management – Ability to analyze workload, assign priorities and maintain focus on tasks at hand in order to efficiently get work done.
  • Clear Written and Verbal Communication – Ability to provide clear, concise information in writing, via phone or in person.


Basic/Required:

• 3+ years of helpdesk experience troubleshooting
• Fundamental technical knowledge of Windows desktop & laptop hardware in a business environment
• Working understanding of computer networking
• Minimum one year of Active Directory support
• Effective planning & organizing skills
• Strong problem-solving efficiency
• Effective communication & documentation skills
• CompTIA A+ certification required

Desirable Requirements:

• Microsoft certifications
• 1+ year experience with Ivanti EPM
• 1+ year of Exchange and/or Office 365 support

Job Category: IT
Job Location: Richardson TX

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