Help Desk Agent II

East Texas A&M University • Commerce, TX

2d • Onsite

About The Position

Provide tier 2 technical support to customers both over the phone using remote support tools and in person. The Help Desk Technician will be using their technical skills and expertise to resolve issues and properly ensure that complex and/or high priority problems are elevated to specialized support groups for resolution when needed. Acts as initial contact for customers and assists in providing user-level technical support. Routinely receives guidance and training to support the needs of the department.

Requirements

• High School Degree or GED.
• Three years work experience.
• Must be able to work in a fast-paced environment while being able to think critically.
• Proficiency using Microsoft and MAC operating systems and Office.
• Advanced Proficiency in Microsoft Office Products, including troubleshooting, usage, etc.
• Ability to: Answer calls and converse for lengthy amount of time

Nice To Haves

• Call center experience
• IT Experience in intermediate troubleshooting, client relations, formulating and contributing ideas
• Knowledge of the Information Technology Interface Library (ITIL).

Responsibilities

• Answers calls using call center solution and provides information, technical support, or escalation as needed
• Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy
• Determines the most effective manner to resolve customer's technical issue
• Records required customer and incident information in an IT ticketing system. Updates tickets with appropriate entries of activities, and closes tickets with resolution entered upon completion
• Follows basic quality techniques in both processes and services to ensure the organization’s quality standards are met
• Resolves Level 1 and Level 2 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up
• Works on Help Desk related projects as assigned by the Sr. Help Desk Agent
• Contribute to knowledge base articles and documentation of incident resolution
• Manage ticket queue and routing to correct technical support team
• Adhere to defined metrics outlined by Sr. Help Desk Agent
• Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community
• Assists staff with demonstrations of software applications. May provides training on the use of widely used applications and various specialized software applications.
• Assists in developing documentation for internal use.
• Assists users with new technology deployments.

Benefits

• Employee tuition assistance for master’s and doctoral programs.
• Comprehensive benefits package including health, dental, vision, life, and long-term disability insurance.
• ETAMU contributes to employee health and basic life insurance premiums.
• 12-15 days of annual paid holidays, plus up to eight hours of paid sick leave and vacation each month.
• Automatic enrollment in the Teacher Retirement System of Texas (TRS), with optional additional retirement plans (ORP).
• Physical wellness program and wellness release time for eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED