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IT Service Desk Tech at Overhead Door Corporation

Posted in Information Technology 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Lewisville, Texas





Job Description:

Position Function: 
Provide first and second-level technical support to internal and external customers for software, hardware and network related issues reported by telephone, email or in-person in an IT support team environment under general direction of the Service Desk Manager.  Serve as a technical leader to the Service Desk Team and a primary escalation point for Tier-2 support issues.
 
Essential Duties and Responsibilities:


  • Support IT issues reported through telephone, email and in-person.

  • Provide prompt and accurate support of IT systems including software applications, Endpoint, AS400, printers and network connectivity;

  • Responsible for first and second-level hardware/OS support of all Endpoint device, perform troubleshooting of equipment and repair;

  • Coordinate hardware repair of systems covered under warranty, ensuring resolution and customer satisfaction;

  • Support network connectivity for LAN, WAN, VPN and Wireless connectivity issues;

  • Thoroughly document troubleshooting steps and technical details about each reported incident to MyIT Logging application;

  • Follow internal support policies for escalating support to the next level of support as needed;

  • Provide communication, documentation and instruction to peers regarding best practices for supporting hardware, software and network issues;

  • Create documentation and training aids as needed to improve team and customer knowledge;

  • Perform software installations and upgrades;

  • Meet and exceed performance goals related to First Call Resolution, Call Handling, Ticket Handling, Quality and Reliability;

  • Validate Critical and High Priority tickets have been thoroughly documented and are accurate before escalation to Tier-2 or 3 support groups.

  • Identify support trends, communicate patterns and affect to peers and management team.

  • Provide Executive Support to VP’s and C-Level Executives when Primary Support is unavailable. 

  • Assist with IT project-related work in a contributory role.

  • Actively develop skills of Service Desk Team through peer coaching and quality feedback.

  • Develop and document solutions for advanced technical issues within Knowledge Base.

Other Responsibilities:


  • Strong troubleshooting skills;

  • Outstanding customer service ability;

  • Ability to listen and analyze problems along with good technical ability to resolve and document processes and results;

    • Excellent written and verbal communication skills;

    • Self-motivated individual with assertiveness and high personal ethics;

    • Able to develop professional relationships with peers and end-users to enhance team environment;



  • Must have positive attitude and be people/profit/results oriented.

  • Strive to be proactive at identifying and resolving potential support issues before impact to customers.

  • Effectively balance phone queue, email and offline support time management.

  • Backup and assist the PC Support Team regularly with Desktop/Tier-2 Support.

  • Compose and send Enterprise IT Notifications for High and Critical Priority issues in addition to Sales Center and Plant location closures.

Skills/Experience Requirements:


  • 5+ years equivalent technical experience Service Desk activities.

  • 5+ years’ experience in providing customer support.

  • Working proficiency of Windows 7, 8 10 and network connectivity.

  • Advanced computer-related hardware and peripheral support.

  • MS Office 2007, 2010/2013 required.

  • Experience with Call Tracking software required.

  • Active Directory experience required.

  • Citrix experience required.

  • Exchange and ActiveSync support knowledge required.


Education Requirements:


  • Associated degree in business or computer science, Bachelor degree preferred.  

  • Technical Certifications a plus – MCP, A+, Network+, or experience.

  • ITIL V3 Foundation certification a plus.