Corporate Support Technician II

Love's Travel Stops & Country Stores•Houston, TX

About The Position

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.

Requirements

HS Diploma or equivalent required
2-3 years’ experience in the computer support field.
Working knowledge of desktop computers, laptops, telephones, peripherals, Windows and MAC OS
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

Nice To Haves

Associate or Bachelor’s Degree in the field of Computer Science preferred
Current hardware/software certifications (A+, MCP) preferred
Supporting corporate environments (1000+ users) preferred

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.