Responsibilities:

• Performs basic to intermediate-level troubleshooting:
• Password resets, AD account unlocks, printer configurations, VPN, hardware issues, etc.
• Logs, routes, categorizes, escalates Incidents/SRs
• Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• If issue is unknown, request assistance within ITSD Teams chat, then ITSD Manager, then ITSD Director
• Address phone calls on Softphone; logs ticket for user
• Replies to emails, Teams messages
• Self-starter - Accepts/self-assigns cases from the support queue
• Clearly communicate status on incidents, as well as resolutions
• Provide outstanding customer service and satisfaction
• Ability to work in a team and communicate effectively
• Writes/Reviews SOPs

Competencies:
Core Competencies:

• Teamwork Builds strong relationships and works collaboratively with others to meet shared goals; Strengthens relationships by promoting mutual trust and supporting teammates.
• Accountability Holds self and others accountable to meet and exceed commitments; Focuses on quality results, monitors progress, learns from mistakes, and strives for improvement.
• Results Driven Can be counted on to drive pace to achieve results and consistently meet or exceed expectations; Executes priorities with a focus on critical work to achieve targeted goals. Identify and implement continual process improvements and operational efficiencies
• Sound Judgment Makes good, business-minded decisions by analyzing the situation, leveraging experience, and using available information; objectively evaluates problems, discovers root causes, and works toward timely resolution.
• Customer Focus Maintains a relentless focus on customers and is committed to the continuous improvement of services; Keeps internal and external customers in mind at all times and strives to proactively address customer concerns and needs.

Specialized Competencies:

• Analytical Ability Ability to work with a large number of details and data; Ability to analyze and challenge details, data and facts prior to decision making in order to repeatedly make accurate decisions
• Attention to Detail Ability to process detailed information effectively, consistently and quickly; the ability to catch and fix minor errors quickly
• Multi-Tasking Ability to manage multiple responsibilities at the same time by focusing on one task while keeping track of others and effectively performing different tasks one after the other
• Technical Awareness Ability to match resources to technical issues appropriately
• Time Management Ability to analyze workload, assign priorities and maintain focus on tasks at hand in order to efficiently get work done
• Clear Written and Verbal Communication Ability to provide clear, concise information in writing, via phone or in-person

Position Requirements
Basic/Required:
3 years of helpdesk experience troubleshooting
Technical knowledge of Windows desktop & laptop hardware in a business environment
Working understanding of computer networking
Minimum one year of Active Directory support
Effective planning & organizing skills
Strong problem-solving efficiency
Effective communication & documentation skills
CompTIA A certification required
Desirable Requirements
Microsoft certifications
1 year experience with ticketing systems
1 year of Exchange and/or Office 365 support

Job Type: Contract

Pay: $25.00 - $28.00 per hour

Benefits:

• 401(k) matching
• Health insurance
• Life insurance
• Retirement plan

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• How long you've been working as a Desktop Support Technician?
• How far is your location in Richardson, TX 75080?
• Are you willing to work 100% onsite in Richardson, TX 75080?
• How much is your target pay per hour on W2?

Work Location: In person