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Desktop Support Technician II

Company: PennyMac
Location: Fort Worth
Posted on: November 22, 2021

Job Description:

This position serves as the centralized entry point and provides escalated troubleshooting for all technology related service requests and support related issues for technical issues across the company. Provides primary client support by taking calls, answering email, responding to tickets, answering support related questions, and/or performing desk-side support.Job Responsibilities: -- Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues. Act as primary/first line interface for customer technical needs, ability to handle escalations for other end user support technicians-- Ability to deploy solutions to new problems-- Receive customer computer and network trouble calls watching for trends and/or recurring problems-- Prioritize and work Help/Service Desk requests according to policy and procedure-- Go-to person for solving difficult issues-- Helps train other end user support personnel-- Devise and deliver solutions to enhance quality of service and prevent future problems-- Log customer information into a service request ticket that will follow the request through to its completion.-- Provide technical assistance in resolving IT related problems involving hardware, software and system compatibility conflicts and malfunctions, application operations, connectivity, network, and security issues.-- Maintain and achieve all Help/Service Desk performance metrics-- Process incoming support requests to ensure courteous, timely, and effective resolution of end user issues-- Coordinate and/or perform hands-on fixes at the desktop and server level-- Research emerging End User Support/Service Desk products, services, tools, and practices-- Build sustainable relationships with peers and stakeholders alike-- Be willing to participate in rotational "on-call"-- Perform other related duties as required and assigned-- Demonstrate behaviors which are aligned with the organization's desired culture and valuesRequired Skills: -- Associate's degree in computer science, business or related field (Bachelor's degree preferred)-- Experience with level 3 escalations in a fast paced corporate enterprise environment-- Experience with telecom incidents, desktop (hardware/software), third- party software/hardware applications, and home office configurations.-- Experience troubleshooting, diagnosing and resolving complex PC and network problems.-- Experience working within Virtual environment-- The ability to identify patterns and investigate mission critical solutions.-- Experience of handling tickets on a Ticket Management tool and Asset Management Systems such as Service Now Attention to detail and ability to follow standard operating procedures-- Strong customer skills with an ability to work with accuracyJob Type: Full-timeCOVID-19 considerations:Must be vaccinated.Job Type: Full-timeJob Type: Full-timePay: From $31.25 per hourBenefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Employee discount
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Vision insuranceSchedule:
    • 8 hour shift
    • Monday to Friday
    • On call
    • OvertimeSupplemental Pay:
      • Bonus payCOVID-19 considerations:All employees must be vaccinated.Education:
        • Associate (Preferred)Experience:
          • Windows: 6 years (Preferred)
          • Active Directory: 6 years (Preferred)Work Location: One location

Keywords: PennyMac, Fort Worth , Desktop Support Technician II, Professions , Fort Worth, Texas

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