Service Desk Agent-Technical Support

Position Description:

• In this role, under the direct supervision and with mentoring and guidance, the IT Support technician provides technical support to end users of company workstations, personal computers, hardware, software, peripherals and mobile/cellular devices.
• You will respond to standard questions, issues and problems reported via phone, chat or tickets.
• May investigate and respond to standard requests for information as well as IT issues, questions and problems.
• Assignments are directed at gaining experience in basic techniques and procedures for handling service, issues, questions and problems arising in the day to day use of individual workstations, computers, hardware and software.
• Ideal candidate will be versatile, enthusiastic to work in highly flexible, team-oriented environments that have exceptional communication, analytical and organizational skills.

• Provides technical support for standard configurations of workstations, personal computers and associated hardware and software.
• Troubleshoots standard software and hardware questions, issues, problems and failures via telephone, chat or tickets.
• Identifies complex issues, questions and problems and refers them to more senior staff or other IT groups for investigation and resolution.
• Screens, diagnoses and resolves or refers specific assigned inquiries and work requests received via phone, chat or tickets related to maintenance of personal computers, workstations, software and associated hardware; refers those requests to appropriate IT staff for resolution.
• May work with other members of the staff to resolve more complex matters.
• Works to develop an understanding of standard issues, questions and problems with standard workstations, personal computers, software and associated hardware and the resolutions to those matters.
• Follows policies, procedures and standards in responding to end user requests and providing end user support.
• Documents and reports all service requests and their outcome, following standard procedures and practices.
• Performs other responsibilities associated with this position as may be appropriate and assigned.

Candidate Profile:

• Authorized to work in the United States
• High School Diploma or Equivalent
• Available to work full-time
• Experience with MacOS.
• Experience with Linux.
• Knowledge of Microsoft Operating Systems (Windows 10/11 and Office 365) and applications.
• Knowledge of personal computer technology and hardware as well as cellular telephones.
• Knowledge of the M.I.S. environment
• Knowledge of M.A.C. (Moves, Adds, and Changes) and Virtual Desktop preferred
• Knowledge of KCS Method and Knowledge based articles
• Excellent customer service skills
• An aptitude for identifying, analyzing, and resolving common technical issues, questions, and problems with personal computers, workstations, software, and associated hardware

Duration/Schedule:

• Full-Time (40 hours/Week)
• On-Call rotation (Nights/Weekends/Holidays)
• Individual MUST be available to work ONE of the following shifts:
  • Monday-Friday, 10:00am-7:00pm CST
  • Monday-Friday, 11:00am-8:00pm CST
  • Monday-Friday, 12:00am-9:00pm CST

Salary:

• $19.00/Hour (Plus Benefits)

Location:

• Hybrid (3 days on-site / 2 days remote)
• Office Location:
  • Dallas, TX

• Low Cost Health Insurance (after 90 days Full Time)
• Paid Vacation (Accrual begins immediately - Available After 90 days Full Time)
• Paid Company Holidays
• Education (Tuition Assistance, Student Loan Reimbursement or Professional Development)
• Individual Mentor