Service Desk Technician

Overview

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Direct Hires through approved platforms will be considered. No Solicitations or Recruiters.

Direct Emails with candidate resumes will be eliminated. Local Candidates Only

Must be able to commute into the office located in 75019 .

Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not transfer or sponsor applicants for U.S. work authorizations (such as an H-1B visa) for this opportunity.

Job Summary

This role is pivotal in providing exceptional customer service and technical support to our employees. The Service Desk Technician will manage the daily operations of the help desk, ensuring swift and effective resolution of internal IT issues. The employee will have a background in desktop support and a passion for delivering a white-glove customer experience.

Key Responsibilities

• Customer Support : Provide top-tier technical assistance to employees via phone, email, and in-person, ensuring a seamless and positive experience. Be the first point of contact for internal users that need help.
• Ticket Management and Escalation : Oversee the management of support tickets using Jira Service Desk, ensuring prompt resolution and appropriate escalation when necessary.
• Incident and Problem Resolution : Investigate and resolve hardware and software issues, aiming to reduce encountered problems by 35% within a calendar year. Escalate unresolved problems as needed.
• Continuous Improvement : Collaborate with team members to suggest and implement improvements for more efficient IT support processes and customer service practices, aiming to reduce repeated escalated issues by 35% within a calendar year.
• System Maintenance : Perform routine maintenance and updates on computer systems, ensuring optimal performance and security.
• Documentation : Maintain accurate records of support requests, resolutions, and system changes to facilitate continuous improvement and knowledge sharing.
• Training : Provide training and guidance to employees on best practices for using company technology and software.

Qualifications

Preferred Qualifications

Seniority level

Employment type

Job function

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