What are the responsibilities and job description for the Help Desk Technician - Pasadena, TX position at Floworks International LLC?
Sunbelt Supply is a subsidiary of FloWorks International LLC, which is a privately held company located in Pasadena, Texas.
Overview
The IT Help Desk Specialist provides technical support to users in an efficient and accurate manner. The candidate will be considered one of the IT department front liners and will be tasked with solving basic to moderately difficult technical problems and provide support for all assigned areas. The ultimate goal is to make sure that customer satisfaction is achieved, business continuity is maintained and levels of service are fulfilled. The IT Help Desk Specialist will work under general direction and light supervision. Will receive calls and inquiries, provide support in accordance to established processes and document incidents and their resolution. The Specialist will also escalate incidents to second-level support and beyond. The Help Desk Specialist collaborates and partners with the rest of the IT team to ensure systems are up and available, helps to identify and track trends and takes proactive actions to promote systems availability.
Participates in on call rotation assignments and may act as on-call escalation specialist for other team members.
Job Description
- Perform first level contact and convey resolutions to customer issues.
- Execute incident identification, logging, categorization and prioritization, in accordance to the ITIL-based Incident Management process established at FloWorks.
- Be responsible for each step for incident resolution including: initial diagnosis, incident escalation, investigation and diagnosis, and resolution and recovery.
- Provide accurate and creative solutions to incidents from small to moderate nature to ensure system availability and customer satisfaction.
- Monitor systems/system alerts and proactively log incident and notify or escalate as necessary.
- Acquire and maintain domain knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers and identify trends.
- Follow up with customers, provide feedback and see problems through resolution.
- Locate procedural gaps and take or offer corrective actions, training and passing on to others in the team.
- Proactively identify issues in regard to systems. Create solutions for these issues and train other team members.
- Drive the development and maintenance of an incident resolution knowledge base. Document issues, changes and instructions, using discoveries for a wide range of process improvements and policy change.
- Utilize excellent customer service skills and exceed customer’s expectations.
Qualifications
- High school diploma or equivalent
- Five plus years of directly related experience
- Strong client-facing and communication skills
- Knowledge and experience on a broad range of applications (Warehouse and Distribution, Application Server, Web Server, Document Management), infrastructure (Hardware, Operating System software, networking) and telecommunications (VoIP, Cisco Unified Messaging).
- Experience with Windows and Windows Server, Office365 and Active Directory.
- Strong communication, both verbal and written.
- Strong problem solving and analytical skills.
- Aptitude for providing excellent customer service.
- Ability to troubleshoot, take the lead on technical issues and drive solutions.
- Must work well with a distributed team of equally qualified coworkers.
- Maintains high level of technical skill in field of expertise.
Key Result Areas:
- Tracks and improves incident service levels by improving incident resolution time.
- Increase customer satisfaction by on-time, first-time-right resolution of incidents.
- Initiates escalation process and problem management processes when necessary involving the right internal IT resources and 3rd party vendors as necessary.
Competencies Needed:
- Excellent problems solver
- Communicate in a clear, concise and professional manner
- Demonstrates ability to build strong business partnerships
- Detailed oriented
- Ability to lead others through difficult conversations
- Ability to understand complex systems and process and communicate in simple terms
- Excellent organizational and multi-tasking skills
- Ability to take ownership in difficult situations and relentlessly pursue resolution
- Experience with ServiceNow and Bomgar highly desirable
