• Help Desk Support II

    Job Locations US-TX-Fort Worth
    Category
    Information Technology
  • Overview

    The Help Desk Support’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level, including the installation and maintenance of PCs, printers, monitors and telephone desk sets.

    Responsibilities

    • Field incoming requests from end users via telephone, e-mail, or current ticket system in a courteous manner.
    • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
    • Build rapport and elicit problem details from help desk customers.
    • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced analyst, engineer or developer.
    • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
    • Apply diagnostic utilities to aid in troubleshooting.
    • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
    • Identify and learn appropriate software and hardware used and supported by the organization.
    • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
    • Perform daily tasks with Active Directory
    • Install and configure desktop software.
    • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
    • Test fixes to ensure problem has been adequately resolved.
    • Perform post-resolution follow-ups to help requests.
    • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
    • Develop help sheets and frequently asked questions lists for end users.
    • Participate in weekly on-call rotation

    Qualifications

    • 2 years equivalent work experience in help desk or desktop technical support.
    • Experience with desktop and server operating systems,
    • Extensive application support experience with Microsoft Office.
    • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
    • Exceptional written/oral communication skills as well as customer service skills.
    • Experience working in a team-oriented, collaborative environment.
    • Knowledge of basic computer hardware, including PCs, network-attached printers and Ethernet switches.
    • Strong documentation skills.
    • Ability to conduct research into a wide range of computing issues as required.
    • Ability to absorb and retain information quickly.
    • Ability to present ideas in user-friendly language.
    • Highly self motivated and directed.
    • Keen attention to detail.
    • Proven analytical and problem-solving abilities.
    • Ability to effectively prioritize and execute tasks in a high-pressure environment.
    • Experience supporting user account management with Microsoft Active Directory.
    • Assist team with other projects as needed.

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