Service Desk Engineer

Service Desk Engineer

6+ Month Contract

Irving, TX

We have an exciting new job opening for a Level 2 Service Desk Engineer. This individual will work on-site at our global client s North American headquarters in Irving, Texas. Under the guidance and direction of the IT Service Desk Manager, this position will be responsible for providing both level 1 and level 2 phone support solving technical problems that arise within our user community.

RESPONSIBILITIES

• Provides primary 1^st tier phone support
• Provides primary 2^nd tier phone support
• Provides backup support for unscheduled system status updates
• Provides input/suggestions for updates to knowledge base article
• Ensures personal phone is logged out at the end of the day (last analyst out checks queue to ensure that all analyst are logged out)
• Attends staff meetings
• Provides primary support for self-service processing
• Reads and adheres to all KB Articles, SOP, and other critical communication updates & additions through received email/
• Utilizes all Service Desk resources (Internal/External website, KB Articles, SDE action steps, Tier 2, SME, Team Leads)
• Answer customer ACD calls according to established processes and procedures
• Strive to meet or exceed expected performance goals consistently
• Knowledge of O365, WIN 10, TEAMS
• Identity Access Management Tools
• Network Monitoring Tools

REQUIREMENTS

• 5+ years of Service Desk experience
• 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, 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

**To view all of our open positions, please visit our Alleare Consulting website.