Help Desk - Computer

  • SPI,
  • Dfw Airport, TX
  • 3 weeks ago
Remote support, Email, Hardware, Communication skills, IT, Help desk, Customer service
Contract W2, Contract Independent
Depends On Experience
Travel not required

Job Description

Minimum of four-year experience in a technical support role and related field customer service experience.

Experience in and working knowledge of PC hardware and laptop repair, networking, Microsoft Windows 10, remote client connectivity and software installation and removal. Exceptional customer service

Strong analytical skills; able to assess and solve issues in a high-pressure environment Maintains a good understanding of IT industry trends.

Excellent written and oral communication skills Ability to participate in after hours on-call support

Proficiency in MS Word, Excel and other business software applications

Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and resolve basic technical issues

 

Serving as the first point of contact for customers seeking technical assistance over the phone or email

Performing remote troubleshooting through diagnostic techniques and pertinent questions

Determining the best solution based on the issue and details provided by customers The Solution Desk Technician will create, maintain and monitor helpdesk tickets and insure they are properly entered into the Remedy Force ITSM platform.

They will maintain a high level of technical proficiency in the area of personal computing, and application support through experience, on the job training, and formal IT training They will assist IT team members in research, implementation, configuration, and administration of the organization's computing system environment

Respond to technical IT assistance requests from the Remedy ticketing system Walk the customer through the problem-solving process

Direct unresolved issues to the next level of support personnel Provide accurate information on IT products or services Follow-up and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures

Diagnose faults, issues and perform maintenance and/or escalate to ensure appropriate service levels are offered to the customers.

Dice Id : 10115553
Position Id : 604123
Originally Posted : 5 years ago
Have a Job? Post it