IT Service Desk & Field Technician - TXVensure Employer Solutions • Dallas, TX, United States

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IT Service Desk & Field Technician - TX

Vensure Employer Solutions • Dallas, TX, United States

25 days ago

Job type

Full-time

Job description

Position Summary

The number one goal of everyone in our team is to make our Clients exceptionally happy. The IT Service Desk & Field Technician plays an important role in making sure that happens. The IT Service Desk & Field Technician handles escalated support requests for the IT Team that need to be handled on-site. They are assigned the support requests that the Helpdesk Technician can't handle as well as any projects that require on-site implementation. When help is needed the IT Service Desk & Field Technician can turn to the IT Service Manager for guidance and support.

Essential Duties and Responsibilities

Customer Service

Work on and resolve escalated Helpdesk Tickets
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with advanced on-site troubleshooting
Provide the Client with on-site installation & removal of equipment
On-Site Hardware Maintenance and Support

Use of Our Ticketing System

Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests

Managing and recording all work though our Ticketing System

Make sure that Client Documentation in well maintained

Split tickets that have several issues into their own individual ticket

Make sure that tickets aren't "stale” throughout the process

Project Work

From time to time the projects team will need additional resources to help deliver projects on-site.

Communication, Reporting & Risk

Create and maintain documentation for on-site processes

Escalate tickets that require Service Delivery Manager support

Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue

Submit Timesheets & Expense reports as indicated on their SOPs

dentify, Communicate and Mitigate potential risks to the IT Service Manager and Clients

Team Work

Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher

Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks

Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues

Identify opportunities for improvement and make constructive suggestions for change

Contribute to the process of innovative change effectively

Undertake other duties as required by the IT Service Manager or CTO

Knowledge, Skills and Abilities

A love of (and ability to) Solve Problems & Challenges

Great Communications skills, founded in being a good listener

Advanced understanding of support tools, techniques and how technology is used to provide services

Advanced understanding of operating systems, business applications, printing systems and network systems

Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices

Must be able to type quickly and accurately while talking on the phone

A deep desire to deliver an amazing Client Experience

Advanced knowledge of IT Applications, Software & Hardware

The ability to speak both Geek and human

The ability to keep up with & adapt to the fast-paced IT world

Nice to Have :

Experience using a Ticketing system / RMM Tool and PSA software

Experience providing support via remote tools

Experience handling Technical Service Tickets

Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, A+, Network+, Security+ etc.

Client Experience Certifications such as Helpdesk Habits etc.

Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

Education & Experience

Advanced experience and understanding of structured cabling (tidy cable management is a must)

Advanced experience installing and maintaining networking and VoIP equipment

Advanced experience and knowledge of working with the Microsoft 365 Platform

Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)

Advanced experience working with vendors for expedited troubleshooting of hardware and software systems

Drivers license

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It Service Desk Technician • Dallas, TX, United States

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