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Job Title: Help Desk Technician I Position Overview:Managed Services is seeking a help desk technician for our Accudata Systems dedicated service desk as part of the Converge Customer Experience Center. The help desk technicians primary responsibility is to provide exceptional customer support while providing technical support by phone, email, and onsite for our customers. This is an alternateovernight shiftWednesday - Saturday12 am to 11 am Position Responsibilities: Help Desk Analysts areinformation technology (IT) professionals who provide technical support to users. They respond to incoming requests for IT support and resolve network, hardware and software issues with computers. They also perform technical maintenance and software installations and updates. - Logged into Phone Queue Daily
-Answering Incoming Calls -Making Outgoing Calls -Providing Technical Troubleshooting directly to customers on the phone - Logged into Service Ticketing System Daily
-Opening or Referencing tickets for each customer call, email, automated alert, or chat -Documenting every interaction in real-time into the referenced customer ticket -Documenting every troubleshooting step taken and Work Instruction followed -Maintaining a Daily Status in every open ticket - Take Ticket Assignment and progress ticket within Service Level guidelines - Communicate with customer quickly and continuously - Open and Close tickets < 5 days - Increase First Contact Closure - Increase Same Day Closure - Take ticket to closure or escalate within guidelines of priority - Document all investigation information for handoff - Learn and Knowledge Share
-Learn through on the job, shadowing, and independent study -Create and Update Work Instructions Job Qualifications THIS SECTION IS REQUIRED. BYPASSING WILL CAUSE DELAYS IN REQ APPROVAL - THIS JD WILL BE WHAT IS POSTED ON OUR WEBSITE Position Requirements: What you need for success: - Excellent customer service and communication skills.
- Strong analytical skills with the ability to solve complex technical problems.
- Ability to work individually as well as part of a team.
- A passion for learning technology.
- Ability to provide necessary written documentation and knowledge transfer to customers during and after project implementations.
- The ability to travel up to 25% (usually in Texas).
Experience with the following required: - PC hardware repair on desktops and laptops
- Windows OS installation, reloading, and data migrations
- Basic routers, switches, wireless and security technologies
- Basic Windows Server administration for end-user needs (AD, DNS, DHCP)
- Familiar with Windows Server operating systems (2008 R2+)
- Basic Networking (TCP/IP, SSH, DHCP)
Optional but recommended: - Undergraduate degree in Computer Science, Information Technology, or related field (or working towards one). Equivalent working experience will be considered as well.
- A minimum of one year in a help desk or desktop support environment.
- Entry level Microsoft certifications are preferred.
- Entry level Cisco certifications are preferred.
PLEASE READConverge Technology Solutions is considered a Federal Contractor and thereby required to adhere to the mandate stated in the Executive Order issued by President Biden. At this time we are asking for all employees, contractors or subcontractors if vaccinated to provide proof of vaccination or file for an exemption. Mask are required for all unvaccinated employees, contractors or subcontractors when in the office or in attendance of any company sponsored event. As a Federal Contractor, Converge will be required to adhere to the Executive Order and comply as directed once a final decision has been by a court of law.
- ID: #46032519
-
State: Texas
Houston
77001
Houston
USA
- City: Houston
- Salary:
USD
TBD
TBD
- Job type: Permanent
- Showed: 2022-09-27
- Deadline: 2022-11-24
- Category: Et cetera