Sr Service / Help Desk in Irving, TX at DISYS

Date Posted: 3/21/2018

Job Snapshot

Job Description

Sr Service/Help Desk

Irving, TX 

Notes from the manager: This person should be skilled in networking and infrastructure technologies ie WAN/LAN, Citrix, hosting services.

Under the guidance and direction of the IT Service Desk Manager, this position will be responsible for providing BOTH level 1 phone support and level 2 desktop support solving technical problems that arise within our user community. This position requires experience with Microsoft Office 2003/2010, Windows XP, Windows 7, TCP/IP, VPN, and other desktop support utilities.

Expectations include, but not limited to, meeting first call resolution, abandoned rate, average talk time and other key performance metric (KPI) goals and objectives. This position requires a unique blend of skills and aptitude capable of maintaining a positive and professional attitude in what can be a sometimes stressful environment.

IT Service Desk Tech II will address the full spectrum of support issues presented to them with little frequency of escalation.

Responsibilities: Logs all incoming customer calls, and measures taken to troubleshoot and resolve, into the IT incident management system with clear, concise language. Analyzes and resolves incidents and service requests from end-users in addition to all escalated issues in accordance with IT service level agreements. Troubleshoots the root cause of problems, not merely the symptoms, taking necessary actions to prevent problems from recurring. Assists users with, but not limited to, application issues, hardware problems, requests for hardware/software, mobile device/connectivity issues, passwords, LAN/WAN, new user accounts, access requests.

Communicates directly with all levels of corporate and field based end-users, internal IT escalation partners and external 3rd party support vendors.  As required, conducts personal appointments with users to resolve their support issues. Informs the user community of global problems or scheduled downtime using standard communication procedures and templates.  Advises both field and internal IT technical services of current trends and issues that may impact their services to end-users. Works collaboratively with other support staff to foster a TEAM environment.

Promotes teamwork by mentoring other technicians, providing training, sharing information and providing constructive feedback. Contributes to the creation of new knowledge-base (KB) articles or the modification of existing articles to ensure IT resource tools are up to date. Participates in after-hours on-call coverage and departmental staff meetings.

Requirements Specialized knowledge required for this position: Excellent communicator, both written and verbal. Exceptional soft skills that convey a sense of trust, competency, control and ownership with all customers.

Proficient use of MS Office products.  Active Directory administration. PC hardware and peripherals troubleshooting. Experience and/or education required for this position, including degrees or certificates

Job Requirements

  • Associates degree in a related field. 
  • MCSE or other technical certification is preferred but may be substituted by equivalent experience. CompTIA A+ certification or equivalent. 
  • Minimum 1 years of relevant IT Service Desk and desktop support work experience. 
  • Experience tracking the lifecycle of service requests using an incident management system. Experience and competency with facilitating end-user support over the telephone in a mid to large sized corporate environment.
  • Experience supporting remote users with remote desktop utilities. 
  • Proven experience in problem analysis, training and documentation.  
  • Knowledge and experience with the construction materials industry is an asset.
Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ to contact us if you are an individual with a disability and require accommodation in the application process.