Service Desk Technician 2

NAES • The Woodlands, TX

6h • Onsite

About The Position

The Service Desk Technician II provides technical software, hardware and network problem resolution to all NAES computer users and remote sites by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. Clearly communicate technical solutions in a user-friendly, professional manner. Provide one-on-one end-user training as needed. Maintain hardware and software inventory. Working alongside the IT infostructure team with new projects and various software hardware goals to align for One NAES.

Requirements

• Degree or minimum of 2 to 3 years of experience working in a business environment supporting all departments of the company.
• Demonstrated experience with M365 products (including Windows 10 & 11) and Microsoft Office suite.
• Excellent written and oral communication/time management skills, flexibility, and the ability to multi-task preferred.
• Possess a positive service-oriented attitude and is able to maintain a professional demeanor in often difficult circumstances.
• Takes ownership on all issues through resolution, delegating or escalating if necessary or when beyond skill level.
• Must possess and apply knowledge of setup and configuration of desktops/laptops using Microsoft 365 products
• Must have proven experience in troubleshooting hardware and software configurations.
• Require effective analytical, consultative and problem-solving skills with the ability to train others on technical material, including software applications and hardware.
• Must understand the systems development process and have a solid understanding of the business process.
• Ability to sit for long periods of time, ability to communicate verbally, and in writing, and ability to handle long periods of screen time.

Nice To Haves

• A+, Microsoft 365 Certified (MD-100/101), and/or Microsoft Office Specialist certification desired
• Computer hardware trends
• Networking basics (including TCP/IP, patch panels, subnets, and VPNs)
• Printer troubleshooting
• Active Directory
• Group Policy
• Office 365 administration
• Azure administration
• Basic Windows server functions

Responsibilities

• Provide comprehensive first-tier support via phone, internet and email for the efficient resolution of technology problems and requests for NAES end users.
• Take ownership of all customer interactions, ensure appropriate follow-through providing timely feedback to external and internal customers via phone, e-mail, or other forms of communication.
• Log all customer interactions.
• Display a solid knowledge of major desktop software applications and networking concepts, identifying, researching, resolving, and documenting technical issues.
• As needed, answers initial and follow-up phone calls from users who have service and technical support issues.
• Identifying, researching, resolving, and documenting technical issues
• Help maintain hardware and software inventory

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree