Tier 2-IT Help Desk Representative

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    3 months ago

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Job Summary:

Dexian is seeking a Tier 2-IT Help Desk Representative for an opportunity with a client located in Irving, TX.


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


  • Experience with Microsoft Office 2010/2013, Office 365 is a plus, Windows 7, Windows 10, Citrix Environment, ITIL Foundations Support and Delivery processes is a plus, Understanding of SLA's and KPI's, TCP/IP, VPN, AVD, LAN/WAN and other desktop support utilities
  • Experience meeting first call resolution, abandoned rate, average talk time and other key performance metric goals and objectives
  • 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's will address the full spectrum of support issues presented to them with little frequency of escalation
  • Excellent communicator, both written and verbal
  • Exceptional 'soft skills' that convey a sense of trust, competency, control and ownership with all customers
  • Active Directory administration
  • PC hardware and peripherals troubleshooting

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

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