IT Help Desk Technician

Cummings Electrical • Fort Worth, TX

5d • Onsite

About The Position

We are currently seeking a Help Desk Technician to work with our IT team. Qualified candidates will have a successful record of supporting a diverse group of end users in a help desk environment, and providing world class customer service on a variety of computer applications and platforms.

Requirements

• Working knowledge of basic networking concepts, IT infrastructure, and IT operations.
• Familiarity with Microsoft Office 365, and SharePoint.
• Able to follow documented procedures.
• Familiarity with a help desk ticketing system.
• Understanding of customer service best practices.
• Related experience and training in troubleshooting and providing help desk support.
• Oral and written communication skills.
• The ability to learn and retain the information you’ve learned.
• A great attitude towards customers and coworkers.
• Problem analysis and problem solving.
• Adaptability.
• Team interaction.
• Time Management and Organizational skills.
• Attention to detail.
• Willing to work additional hours as required by business/role needs.

Nice To Haves

• CompTIA A+/Network+ a plus, but not required.

Responsibilities

• Troubleshoot problems, provide resolutions to Tier 1 issues, escalate where appropriate, and provide great customer service.
• Respond to requests for technical assistance via phone, chat or email.
• Diagnose and resolve technical issues.
• Research questions using available information resources.
• Advise user on appropriate action, best practices, etc.
• Follow standard help desk procedures.
• Log all help desk interactions in ticketing system.
• Follow up with customers/users to ensure complete resolution of issues.
• Redirect or escalate problems to the correct resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Inform management of recurring problems that customers are experiencing.
• Stay current with system information, changes and updates as new tech comes out.
• Help update support documentation as environments change.
• Occasionally required to attend off-site meetings/events.
• Additional duties as assigned.

Benefits

• Health
• Dental
• Vision
• Life
• Disability
• Supplemental, Accident & Critical Illness
• FSA
• 401K & ROTH 401K

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed