IT Service Desk Technician - Richardson, TX

Smart AutoCare • Richardson, TX

6d

About The Position

The IT Service Desk Technician provides efficient, accurate, customer-oriented technical support to fellow team members. This front-line role solves basic technical problems and supports assigned areas to help maintain customer value in accordance with company standards. The technician provides first-contact support and initial triage for service desk tickets; maintains, supports, troubleshoots, installs, patches, and upgrades workstations, functional systems, specialized software, peripherals, and information-system equipment; tracks projects through completion; and manages, routes, and redirects issues to appropriate resources. The role also involves updating help desk data, producing activity reports, guiding associates through problem-solving, documenting resolutions for knowledge-base articles, ensuring accurate recording and closure of issues, and recommending procedural improvements.

Requirements

• 2–5 years of proven experience as a Service Desk Technician.
• Bachelor of Science in Computer Science or a relevant field, or a combination of work and education.
• Excellent diagnostic and problem-solving skills.
• Ability to communicate effectively with team members.
• Outstanding organizational, project-management, and time-management skills.
• Ability to work effectively both independently and as part of a team.
• Troubleshooting experience on Windows platforms.
• Experience supporting Microsoft Office applications, including Outlook in an Exchange or Office 365 environment.
• Experience supporting mobile devices.

Responsibilities

• Provide first-contact support and initial triage for IT service desk tickets.
• Maintain, support, troubleshoot, install, patch, and upgrade workstations, functional systems, specialized software, peripherals, and information-system equipment.
• Track projects and work them through completion.
• Track, route, and redirect problems to the correct resources.
• Update help desk data and produce activity reports.
• Guide associates through the problem-solving process and document resolutions for knowledge-base articles as necessary.
• Ensure proper recording, documentation, and closure of service requests and issues.
• Recommend procedure modifications and improvements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level