IT - Network Operations - Help Desk Associate

Island Capital Group LLC•Irving, TX

28d•Hybrid

About The Position

The person in this role will provide technical support to on site and remote users for company supported computers, applications, and platforms. This person will be responsible for troubleshooting issues, taking the appropriate action, and documenting results. The person in this role will also proactively identify reoccurring issues and seek to implement appropriate solutions.

Requirements

High school diploma
3+ years of experience administering and supporting Windows 7 platform and later
3+ years of experience in high volume customer service environment
3+ years of experience provisioning users, computers, groups in Active Directory
Basic knowledge of TCP/IP networking and troubleshooting tools
Familiarity with Microsoft’s best practices
Working knowledge of Microsoft Office Suite (Microsoft Outlook 2016 and later)
Experience working with call tracking/ticketing/desktop management solutions
Experience supporting smart phones, tablets and other mobile devices
Experience configuring and supporting network printers, scanners, copiers, faxes
Experience supporting small to medium-sized remote offices
Customer service orientated
Self-motivated
Proactive and productive mentality
Positive attitude
Good problem analysis and problem solving skills (deductive reasoning)
Good oral and written communication skills
Adaptable to change
Good planning, organizing and time management skills
Ability to prioritize tasks by importance/severity
Ability to reprioritize tasks on the fly
Great attention to details
Ability to produce under stress

Nice To Haves

A+ Certification

Responsibilities

Respond to requests for technical assistance in person, via phone, electronically
Respond to requests after hours and on weekends as part of an on call rotation
Diagnose and resolve technical hardware and software issues
Research questions using available information resources
Advise user on appropriate action
Follow standard help desk procedures per the Help Desk Manual
Log all help desk interactions into Change Gear
Complete IT work log daily (capture time spent working support issues/projects)
Escalate problems to appropriate resource
Quickly identify and escalate situations requiring urgent attention
Track and route problems and requests and document resolutions
Stay current with system information, changes and updates