Specialist, Help Desk-0004ED
Description
The Help Desk Specialist will provide technical support for all Enterprise Products local and remote customers. Responsibilities include, but are not limited to:
Qualifications
The successful candidate will meet the following qualifications:
Primary Location: USA-Texas-Houston
Shift: Day Job
Travel: No
Unposting Date
: Ongoing
Organization: Info Tech
Job: Information Technology
Job Level: Individual Contributor
Description
The Help Desk Specialist will provide technical support for all Enterprise Products local and remote customers. Responsibilities include, but are not limited to:
- Responsible for First Level phone support - approximately 90% of time; provide technical support services via e-mail, phone and in person.
- Respond to phone and email inquiries that are placed to the Support Center; and directly interact with end user customers to resolve local and network related issues.
- Work with other IT groups to roll out hardware and software upgrade; implement new equipment and services; assist with new product testing and special projects.
- Trouble shoot and diagnose hardware, software and connectivity issues for end users.
- Report all hardware, software, network, copier and telephone problems.
- Analyze and resolve moderately complex PC hardware, software, system access, network and other technical issues.
- End user operation/procedure training and/or documentation.
- Follow up with end users to ensure problems are resolved successfully and satisfactorily.
- Gather relevant information, provide initial problem identification and propose solutions.
- Track status of all ongoing issues and escalate to management as appropriate.
- Maintain detailed documentation of each service call in an online ticket tracking system; log calls into a central database and escalate when appropriate.
- Document and update written knowledge base policies and procedures.
- Participate in development and implementation of standard Help Desk processes and procedures.
- Work in a team environment as well as individually.
- Be able to manage a heavy caseload and respond to user requests in a timely fashion.
- Work a flexible schedule; provide off hours support on an on-call basis.
- Provide timely, efficient and friendly service to all end users; display effective customer relation skills to enhance satisfaction.
- Perform other duties as assigned.
Qualifications
The successful candidate will meet the following qualifications:
- Associates degree or equivalent from a two year college or technical school; or two schools or more related call center experience and/or training; or equivalent combination of education and related experience.
- STI or HDI Help Desk Analyst Certification.
- 1-2 years Help Desk phone support or related support experience.
- 1-2 years experience in the support of networks and related systems.
- Understanding of Local Area Networks (LAN) & Wide Area Networks (WAN).
- Windows XP Professional with Internet Explorer 6.0 or higher.
- Remote Support through Citrix, VPN, and wireless methods on laptops.
- Superior telephone etiquette.
- Exceptional customer support and interpersonal skills.
- Excellent verbal and written communications skills.
Primary Location: USA-Texas-Houston
Shift: Day Job
Travel: No
Unposting Date
: Ongoing
Organization: Info Tech
Job: Information Technology
Job Level: Individual Contributor