What are the responsibilities and job description for the IT Help Desk Specialist position at TransCore?
TransCore (TRN), a subsidiary of ST Engineering, is seeking full-time IT Help Desk Specialists to join our team in Houston, Texas.
Summary: The exceptional phone and email support to our customers experiencing software or hardware-related issues within our industry-leading products. Responsibilities include 24hr/7/365 day monitoring and analysis of production systems, dispatch and coordination of field service technicians, research and documentation of identified or reported issues, and professionally written and/or verbal communication with customers (both internal and external).
Essential Duties and Responsibilities Other duties may be assigned.
- Provide technical support regarding our products to our customers experiencing usage or performance-based issues
- Monitor email and phone communication (both internal and external) in order to promptly and properly acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies.
- Handle problem recognition, research, isolation, resolution and follow-up for issues that arise, properly document and escalate more complex problems to supervisor or technical staff as needed.
- Log and track calls and maintain history records and related problem documentation.
- Attention to detail both in communications and monitoring requirements for production systems.
- Maintain an exceptional level of service and adhere to contractual customer performance requirement.
- Collaborate with development, deployment, and field support teams to insure proper issue resolution and customer service.
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This position requires a shift-oriented schedule and may involve working day, evening, overnight, weekend, and holiday hours as determined by business requirements.
Requirements and Qualifications:
- Typically requires a minimum of 2 to 3 years of helpdesk support, or equivalent.
- Associate’s degree in computer science or related discipline and/or comparable work experience
- Strong understanding of help desk support principles including documentation and issue ownership
- Working knowledge of Windows Operating Systems and Microsoft Office applications
- Excellent customer service skills with a focus on call control, attention to detail, and methodical troubleshooting
- Strong analytical skills and reasoning ability to identified solutions to technical issues
- Ability to effectively communicate technical information to both customers and management in written and verbal form.
- Ability to independently manage your time and handle multiple tasks.
- Flexibility to work extra hours as required.
Preferred:
- A Certified
- Jira
- Familiarity with the tolling industry