Job Summary:

The City of Fort Worth is seeking a Help Desk Technician, contractor will be performing technical support via phone. Understanding of Windows 2010/2011, Office 365, Adobe products, Cisco phones and WebEx, Basic Active Directory account management, and familiarity with the processes of creating and fulfilling ITIL Incidents and Service Requests.

Experience and preferred qualifications:

• Experience supporting Windows 10 in an enterprise environment
• Experience with end-user support of Office 365
• Experience in case management, working with engineers and management to follow an escalation methodology that determines how and when to involve next-tier support
• Effective oral and written communication skills
• Strong customer service/relationship management skills
• Ability to interact with all levels of employees in the organization, from peers to the most senior leadership
• Proven ability to provide crisis intervention and de-escalate customer and staff conflicts using listening skills, body language, verbal tone, and coaching
• An extensive C.J.I.S. background check is required for this position

Requirement:

• At least two years of experience providing technical support for a Windows 10/Office 365 enterprise environment
• A , HDI Support Center Analyst (or equivalent)