Corporate Support Technician II (Houston, TX)

BASIC PURPOSE: The primary purpose of the Corporate Support Technician II role is to provide first level support to ensure proper computing and telecommunications operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands on help at the desktop level.

MAJOR RESPONSIBILITIES:

• Field incoming help requests from users via telephone, e-mail and in person in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from customers.
• Prioritize and schedule resolution. Escalate problems (when required) to the appropriately experienced technician, analyst, developer or administrator.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful attempts to resolve the issue.
• Use diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, frequently asked question resources on the Internet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, telephones, implementing file backups, and configuring systems applications.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Perform post-resolution follow-ups with customers to ensure resolutions remain successful and have not caused any other issues.
• Tier I networking & audio-visual support
• Other duties assigned as needed.

EDUCATION AND EXPERIENCE:

Education:

• HS Diploma or equivalent required
• Associate or Bachelor’s Degree in the field of Computer Science preferred
• Current hardware/software certifications (A , MCP) preferred

Experience:

• 2-3 years’ experience in the computer support field. Supporting corporate environments (1000 users) preferred

SKILLS AND PHYSICAL DEMANDS:

Skills:

• Hard skills: Working knowledge of desktop computers, laptops, telephones, peripherals, Windows and MAC OS
• Soft Skills: Strong customer service orientation; effective interpersonal and relationship-building skills; strong written and oral communication skills; analytical and problem-solving abilities, with keen attention to detail; self-motivated and directed, with the ability to effectively prioritize and execute tasks under little supervision; experience working in a team-oriented, collaborative environment

Typical Physical Demands:

• On-call availability as needed.
• Requires prolonged sitting, some bending and stooping.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
• Manual dexterity sufficient to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Requires normal range of hearing and vision.

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Our Culture:Fueling customers' journeys since 1964, innovation leads the way for this family-owned and operated business headquartered in Oklahoma City. With nearly 40,000 team members, travel stops are the core business along with products and services that provide value for professional drivers, fleets, traveling public, RVers, alternative energy and wholesale fuel customers. Giving back to communities and an inclusive workplace are hallmarks of the award-winning culture.Love's is an Equal Opportunity Employer. Veterans encouraged to apply.