Position Summary This role will provide maintenance of the computer desktop and laptop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal Help Desk. The role will be responsible for the administration and internal support of PCs, printers, servers, and related equipment. Tasks include end-user support, license tracking, and performing PC maintenance, upgrades, and configurations.
Responsibilities
80% Resolve computer support problems
Provide helpdesk support and resolve problems to end user’s satisfaction
Maintain communications with customers during the problem-resolution process.
Monitor and respond quickly and effectively to requests received through the IT help desk
Monitor email and ticket tracking system for tickets assigned to the queue and process based on priority
Modify configurations, utilities, software default settings, etc. on user workstations
Utilize and maintain the helpdesk tracking software
Train computer users
Perform user on-boarding and off-boarding
Install, test, and configure new workstations, peripheral equipment and software
Maintain inventory of all equipment, software, and software licenses
Report issues needing escalation
Manage PC setup and deployment for new employees using standard hardware, images and software
Assign users and computers to proper groups and OUs in Active Directory
Perform timely workstation hardware and software upgrades as required
10% Help Desk documentation, records, and procedures
Create, review, and update Help Desk documentation as assigned.
Review and recommend modifications to procedures.
10% Training and Quality Improvement
Maintain in-depth knowledge of supported products and services
Key Competencies
Team player
Ability to pay attention to detail
Follow procedures
Ability to be self-directed
Excellent customer service
Great learning ability
Planning & Organizing
Problem Solving
Time management
Numbers & Facts
Location
Irving, TX
Skills
Computer Maintenanceunmatched
Computer Workstationsunmatched
Customer Satisfactionunmatched
Customer Service Evaluationunmatched
Customer Support/Serviceunmatched
Desktop Administrationunmatched
Desktop Environmentsunmatched
Detail Orientedunmatched
Develop and Maintain Customersunmatched
Documentationunmatched
Hardware Installationunmatched
Help Deskunmatched
Help Desk Softwareunmatched
Image Editorsunmatched
Inventory Managementunmatched
Laptop PCunmatched
Microsoft Active Directoryunmatched
Onboardingunmatched
Peripheral Hardwareunmatched
Printersunmatched
Problem Solving Skillsunmatched
Procedure Developmentunmatched
Product Supportunmatched
Quality Managementunmatched
Requirements Managementunmatched
Resolve Customer Issuesunmatched
Software Administrationunmatched
Software Installationunmatched
Software Licensesunmatched
Software Upgradesunmatched
Team Playerunmatched
Time Managementunmatched
Workstation Hardwareunmatched
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