LOCATION: Onsite, Houston, TX
EXPECTED HOURS: 8:00am - 5:00pm (30 min lunch) there will be oncall hours as well.
EXPECTED LENGTH OF ASSIGNMENT: 12-month contract to hire
Job Duties
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Acts as the first line of communication and support for all software, hardware, and telephone related issues.
- Experience in troubleshooting computer / system issues or escalating to appropriate IT staff when necessary.
- Able to clearly communicate with customers to resolve issues efficiently.
- Monitor the ticketing system (Cherwell) to ensure tickets are addressed in a timely manner or assign to teams/users accordingly.
- Follow-up on open service requests previously assigned.
- Utilize available applications to provide remote support to end-users.
- Keep the team informed of issues that may be impacting services/performance.
- Willing to learn and help with gathering information and maintaining inventory of equipment, etc.
- Familiarize oneself with regularly used applications such as Cisco Communications and related software / VPN programs / Active Directory / Windows OS / Microsoft Office products.
- Identify and create necessary documents for ways to improve services or processes.
- Able to run reports as requested for performance, auditing, inventory, etc
- Participate in IT Support projects including identifying technical requirements.
- General Knowledge of DHCP, DNS, and Network Infrastructure
- Performs other duties as required.
- Experience in multitasking in a fast-paced environment
- Experience in providing excellent customer service orientation.
- Experience in effectively communicating verbally and in writing.
- Experience in selecting and providing appropriate information to others.
- Experience in acting as a spokesperson for the Service Desk.
- Experience in working as team member on group projects.
- Knowledge of the principles of determining the source of the problem while on the phone with customers in regard to desktop, network systems, or applications.
- Knowledge of basic research techniques and applications using Google or Bing.
- Knowledge of Microsoft applications software
Supervisory Responsibilities:
Qualifications, Knowledge, Skills and Abilities:
Education:
- High School Diploma or GED, required
License/Certifications:
- Any IT-related certifications, preferred
Language:
Other Knowledge, Skills & Abilities
- Exposure to help desk processes and procedures with knowledge of service desk management tools
- Ability to plan, organize, and coordinate work assignments for contractors
- Ability to establish and maintain effective working relationships with others
- Able to select and provide appropriate information to others
- Able to establish and maintain effective working relationships with others
- High degree of professionalism, attentiveness, and communication excellence (both verbal and written)
- Strong analytical and problem-solving skills; ability to remain calm under pressure
- Ability to work independently and within a team environment