Company DescriptionHighPoint Technology Group is a leading Houston area managed services provider with operations in 23 States. Our customer first philosophy and efficient, automated processes are what differentiate us from our competition. We are seeking highly motivated, positive attitude, and highly technical IT talent to help our booming business grow. Job DescriptionService Desk Technicians are responsible for taking inbound inquiries via telephone, email or other channels, creating tickets, triage and routing of requests and resolution of common technical issues. Service Desk Technicians work on shift base schedules which can be up to 12 hours per day depending on the type of shift. Applicants should be advised that schedule changes can occur on a temporary or permanent basis based on business needs.QualificationsResponsibilities and DutiesThe Service Desk Technician will be responsible for:Resolving or routing incoming technical inquiriesCommunicating ticket status updates with end usersUnderstanding multiple customer environments and executing processes based on their specific systems and policiesPerforming a debrief at the end of each shift to transition open tickets to the next technicianGetting a debrief from the previous shift's technician on the status of open tickets being transitionedEnsuring all customer inquiries are responded to as quickly as possibleIdentifying, researching and resolving technical customer issuesInstalling desktop software, performing remote troubleshooting and assisting engineers with technical tasksInstalling Windows OS and other applications as part of Make-Ready responsibilities for new or re-built workstations / laptops for deployment / re-deploymentQualificationsThe following qualifications are most desired for incoming applications:a "Customer is King" attitude and willingness to do whatever it takes to ensure customers and end users are 100% satisfied on every interactiona minimum of two years of IT support experience, preferably for a Managed Services Provider (MSP)a rabid desire to learn new IT functions including servers, virtualization, networking and other core IT systemsdetail oriented notes takerexcellent verbal and written communications skills over the phone and via email correspondencea rapid pace of workability to switch from one task to another without needing to mentally re-adjustexcellent listening skillstimeliness, attentiveness and consistent attendanceSkillsinstallation and troubleshooting of software applicationsinstallation and troubleshooting of Windows 7 and Windows 10 Professionalknowledge of printer issues, troubleshooting and print spool repairinstallation and troubleshooting of major application patchesadministrative knowledge of Office 365 is a plusknowledge of Active Directory is a major plusexperience with ConnectWise or major IT ticketing system is a plusexperience with remote administration software is a plusability to follow instructions precisely and consistently is a mustAdditional InformationBenefitsHighPoint Technology Group offers major medical, vision and dental insurance, access to online training and development programs, discretionary paid time off for vacation and sick leave and 9 corporate Holidays. NOTE:This position may be required to work on specific holidays depending on the rotation schedule.All application information will be kept confidential according to EEO guidelines.