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Help Desk Job Opportunity in Fort Worth, TX!

Location: Fort Worth
Posted on: July 9, 2018

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

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