Service Desk Engineer

26 Nov 2024

Vacancy expired!

Software Guidance & Assistance, Inc., (SGA), is searching for a Service Desk Engineerfor a FULL TIME assignment with one of our premier clients in Dallas, TX. A successful Service Desk Engineer will work on the IT Service Desk to provide a high level of customer service and software/hardware problem resolution. This will be achieved by performing in depth diagnosis and guiding users through step-by-step solutions to ensure a successful outcome when fielding calls from the user base, creating the initial record of the request and resolving all Level One/Level Two end-user problems over the phone or in-person. We seek a highly organized, detail-oriented person who can work independently and manage multiple projects with competing priorities. Clear communication, teamwork and professionali Responsibilities :

  • Handle incoming IT queries and help requests from end users, either via email, chat message or over the phone in a timely fashion. Take detailed notes of the problem the user is experiencing, determine steps can be taken to resolve the issue, and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user's issue.
  • Directly resolve user technical issues as they arrive. This can involve In-person help, remotely accessing the user's computer and making changes to their system and settings or walk the user through steps they can take to resolve the issue on their own.
  • Maintain detailed records of user issues with software and hardware. These notes can help diagnose and repair complex issues and provide IT departments with data regarding recurring issues and problems reported by multiple users. By maintaining detailed records, the service desk team can also look at a user's history of software or hardware issues and make recommendations to prevent future problems.
  • Escalate requests that cannot be resolved by the Service Desk to higher level IT teams, and contact third-party vendors for warranty service repair as necessary
  • Act as single point of contact between the business and IT organization, by providing routine contact support one-on-one end-user problem resolution over the phone or by email
  • Maintain and ensure accuracy of all asset information for all PC's, local/networked printers, monitors and defined peripherals
  • Administer mobile technology (not limited to) iOS and InTune
  • Diagnose and resolve end-user network or local printer problems, PC hardware problems and, e-mail, Internet, VPN, and local-area network access problems
  • Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements
  • Participate and assist in office moves, this involves user's workstation (Laptop, Monitors, Phone, docking station, Keyboard/Mouse, Network cablesetc.) move and setup from one area/floor to another, or new workstation setup.
  • Active involvement in IT department and its projects, providing feedback/ideas as appropriate
Required Skills :
  • Experience with Exchange ActiveSync
  • Experience with Microsoft Office 365, Outlook, Desktop and Laptop PC's, Windows 10, relevant software, printers and networking
  • Familiarity with working from a ticketing system as part of a larger team supporting many clients (ServiceNow)
  • Knowledge and experience of customer service practices; beneficial to have worked in an ITIL based environment
  • Highly effective customer service and interpersonal skills with the ability to communicate verbally and written with people at all levels
  • Process oriented with strong organizational skills and high-level attention to detail and demonstrated skill in problem analysis and resolution
  • Ability to work independently and within a team in high pressure situations
  • Willing to learn; adaptable with a "can do attitude
  • Fluent in English; other languages useful
  • Ability to lift 50 pounds
Preferred Skills :
  • Certification in at least one technical product set would be preferred (MCSE etc.)
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at https://sgainc.com . EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.