Helpdesk Specialist

PARAGON ENERGY SOLUTIONS LLC•Fort Worth, TX

About The Position

The Helpdesk Specialist role is to provide technical software, hardware and network problem identification and resolution to all computer users by performing question/problem diagnosis and guiding users through step-by-step solutions; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist network/system technicians; troubleshoot network/system issues; escalate more complex end-user problems on to network/system technicians; conduct hardware and software inventory database maintenance and reporting; and perform related work as required.

Requirements

A strong working knowledge of computer systems, hardware, and software.
An understanding of the OSI model.
An understanding of the Microsoft Office platform.
CompTIA A+ or equivalent desired
Associates degree in computer science or related field
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Adept at reading, writing, and interpreting technical documentation and procedure manuals.
Ability to conduct research into hardware and software issues and products as required.
Ability to present ideas and solutions in user-friendly language.
Highly self-motivated and a self-starter with attention to detail.
Skilled at working within a team-oriented, collaborative environment.
Strong interpersonal and oral communication skills.
Ability to communicate with immediate supervisor and other team members in order to receive/direct all work instructions and express any questions or concerns as required.
Must be a US Citizen.

Responsibilities

Work with associates to understand technology requirements and identify effective/expedient solutions.
Provide excellent customer service to users.
Identify, diagnose and resolve problems with hardware, software, network, the internet and computer technology; communicate solutions to end-users. This may include the use of various SaaS products used by the business.
Delivers, sets up and assists in the configuration of end-user PC desktop hardware, software and peripherals.
Diagnoses and resolves end-user or local device problems, printers, PC hardware, e-mail, internet, VPN and local-area network access problems.
Coordinates timely repair of computer equipment covered by third-party vendor maintenance agreements.
Utilize the Help Desk system to record work on each support ticket.
Using, updating and/or creating knowledge mase articles for internal use.
Comply with all written and stated company security and safety policies and procedures.
Back up and support other department team members as necessary.