FortWorthRecruiter Since 2001
the smart solution for Fort Worth jobs

Help Desk Job Opportunity in Fort Worth, TX!

Location: Fort Worth
Posted on: February 25, 2021

Job Description:

Help Desk Job Opportunity in Fort Worth, TX!
Are you looking for an opportunity to work for a Fortune 50 company?
Than this is the opportunity for you!
Help Desk – Tier 2
Summary of Responsibilities
• Primary purpose of this role is to be the IT Advocate for the end users
• Secondarily to be the interface with our resolver groups, and field technicians
• Provide our end users with level 1 & 2 support that will enable them to meet their business needs by providing professional, efficient, and timely IT support to our colleagues.
• Assume ownership of our end users IT issues and manage the issues you are assigned to resolution, while providing appropriate updates to the end user and management.
• Review, analyze, and evaluate information technology systems operations. Familiar with standard concepts, practices, and procedures. Rely on experience and judgment to plan and accomplish goals. Perform a variety of tasks. Work under limited supervision. A certain degree of creativity and independent action is required.
Job Description
• Provide first and second-level technical support to end users, resolver teams, and field techs for technology-related issues.
• Ensure proper documentation for each interaction and escalate when necessary.
• Resolve all issues using standard practices, procedures, and company-approved troubleshooting tools and workflow processes.
• Maintain flexible working style; change directions as business needs change.
• Actively contribute in a team-oriented, collaborative environment with diverse individuals.
• Use exemplary time-management skills; work within strict time-frames to meet or improve deadlines.
• Process restricted data with sensitivity to ensure that confidential data remains private.
• Demonstrate best practices in call handling and knowledgebase search, utilize external resources as needed.
• Compliance with company policies and procedures, including regulatory requirements
• Feedback to the training team and Knowledge team on enhancement needs to improve First Call Resolution.
• Achieve targets and SLA's as defined
• Deliver excellence in customer service
• Identify opportunities to improve service to the customers and enhance business relationships
• Ability to work overtime, as needed
• Write, review and update knowledge management content using company tools and procedures.
• Proactively assist with or take ownership of high visibility or volatile customer issues/calls where advanced technical expertise or troubleshooting skills are required to reach resolution.
• Communicate updates on issues in a timely manner to ensure client satisfaction and productivity.
• Document problem status and resolutions to maintain support history.
• Assists Leads/Supervisors in operational matters such as reporting, user documentation, internal department training, etc…
Skills Required
Soft Skills:
• Strong communication skills, both written and verbal.
• Detail oriented with excellent grammar, spelling, and punctuation skills.
• Exceptional phone etiquette.
• Ability to multitask and prioritize to meet required schedules; exercise prudent time management.
• Flexibility and ability to work shifts.
• Ability to identify recurring and potential problems to escalate notification of situations to leadership.
• Ability to research trouble issues to identify problem root cause.
• Ability to communicate technical information to less experienced personnel to increase their technical knowledge.
• Ability to understand the business and functions being supported in order to provide relevant solutions
• Ability to work through ambiguity to diagnose problems and determine the solution.
• Superior organizational skills.
• Self-motivated individual with a demonstrated history of personal growth in technology concepts.
• In-depth understanding of process/product and ability to recognize when to escalate issues
• Ability to empathize with business need of the customer.
Technical skills:
Strong to expert skills such as:
• VPN Clients (Juniper, AT&T Connect, Nortel, CheckPoint)
• Windows desktop O/S (Windows XP, Windows 7, Vista, Mac OS)
• Windows components (Internet Explorer, registry, file structure, etc.)
• MS Office (03, 07, 2010)
• MS Outlook in an MS Exchange environment
• Active Directory user and computer account management
• NTFS / Share permissions
• PC security - antivirus, windows software firewall and spyware
• Basic TCP/IP and related network protocol understanding
• Network/Router/Wifi troubleshooting
• Basic knowledge of Domain and DNS issues required
• BlackBerry and/or IPhone/iPad exposure in a corporate environment is desirable (BES & GOOD support )
• Remote support (Bomgar, net meeting etc)
• Ability to provide technical guidance when remote support is not available
• Hardware problem identification
• Printer setup and configuration
• User management, group memberships and objects thru Active Directory (AD) and ability to perform system administration related task.
• Extended level of Exchange support such as maintaining exchange account, distribution list and groups
• User profile management – local and server profile.
• Proxy configuration, LAN configuration, Outlook\Windows XP SP1,2, and 3
• Manage mailbox rights and permission level for individual users and groups.
• RSA Tokens configuration (resync, adding\removing tokens).
• Run scripted applications and update critical patches\plugins.
• Exposure on Citrix and VM Ware
2-4 years of Service Desk support experience in a corporate environment that includes support of services such as Windows, Outlook, Active Directory, Lotus Notes, mobile devices and other applications / services.
• Experience using an incident-tracking application.
• A 2 year technical school or college degree or relevant industry certifications (i.e. MOS, MTA, MCSE, A+, HDI, etc...).
Highly Desired Advantages
• Mobile device support
• BYOD experience
• VDI (Citrix, Xen, or other Virtual Desktop) experience
• Insurance Industry experience
• Microsoft Configuration Manager (SCCM)
• LANDesk
• CMS Supervisor
• Application support (3rd party and proprietary software)
Help Desk Job Opportunity in Fort Worth, TX!

Keywords: , Fort Worth , Help Desk Job Opportunity in Fort Worth, TX!, IT / Software / Systems , Fort Worth, Texas

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Other IT / Software / Systems Jobs

Sr. Technical Architect- Open Source -Technical Services
Description: Sr. Technical Architect- Open Source -Technical Services Delray Beach Bentonville Southfield Roswell Scottsdale Role: Sr. Technical Architect- Open Source -Product Implementation / Technical Services (more...)
Company: JDA Software
Location: Dallas
Posted on: 03/8/2021

UI Developer Systems Analyst
Description: Seeking UI Developer Systems Analyst who would be responsible for reviewing, analyzing, and modifying programming systems including coding, testing, debugging, and documenting programs for new or existing (more...)
Company: Mitchell Martin Inc.
Location: Dallas
Posted on: 03/8/2021

Freelance Research Analysts (software and tech specialists preferred)
Description: Wonder is a new kind of knowledge service that makes your brain scalable. We provide instant access to the intellect and fact-finding skills of a distributed network of research analysts around the world (more...)
Company: askwonder
Location: Dallas
Posted on: 03/8/2021

Sr Creative Development Manager, Public Sector
Description: Join our Brand Creative Content group ----- the team that develops marketing strategies and content that tell our TMUS story across brands and channels, through TV, radio, social, digital, OOH, sponsorships (more...)
Company: T Mobile
Location: Frisco
Posted on: 03/8/2021

REMOTE Mobile Gaming Development Manager - SCRUM/Agile/PM
Description: If you are a Mobile Gaming Development Manager with experience, please read on br br Top Reasons to Work with Us br ul li Rapidly growing mobile gaming company with hundreds of millions of (more...)
Company: Optello
Location: Dallas
Posted on: 03/8/2021

Microsoft Analytics Go to Market Leader
Description: IBM Microsoft Analytics Go to Market Leader in Dallas , Texas Introduction As a Package Consultant at IBM, get ready to tackle numerous mission-critical company directives. Our team takes on the challenge (more...)
Company: IBM Computing
Location: Dallas
Posted on: 03/8/2021

Software Developer
Description: Description:The Software Developer is responsible for the overall success of each project assigned. They will implement computer system requirements by defining and analyzing system problems and designing (more...)
Company: Health One Alliance, LLC
Location: Dallas
Posted on: 03/8/2021

Apps Dev Sr. Programmer Analyst
Description: The Applications Development Senior Programmer Analyst is an intermediate level position responsible for participation in the establishment and implementation of new or revised application systems and (more...)
Company: Citi
Location: Hurst
Posted on: 03/8/2021

Large Equipment Mobile Service Tech
Description: MUST LIVE WITHIN A 20 MILE RADIUS LOCATION- LEWISVILLE TX, 75056 br br POSITION PURPOSE br The Mobile Service Technician MST shares responsibility with the Lead Rental Technician LRT for maintenance (more...)
Company: The Home Depot
Location: Ponder
Posted on: 03/8/2021

Software Engineer
Description: Locations: TX - Plano, United States of America, Plano, TexasSoftware EngineerDo you love building and pioneering in the technology space Do you enjoy solving complex business problems in a fast-paced, (more...)
Company: Capital One
Location: Dallas
Posted on: 03/8/2021

Log In or Create An Account

Get the latest Texas jobs by following @recnetTX on Twitter!

Fort Worth RSS job feeds