IT Helpdesk Technician I
Full Time
Frisco, TX 75034
Posted
Job description
CAL's Convenience Inc. 7460 Warren Parkway, Frisco TX, 75034
ROLE PURPOSE
ROLE PURPOSE
- Create value for clients that will help preserve the company’s reputation and business
- Performing incident ticket assignment and dispatch duties to ensure issues are properly dealt with
- Contribute to a continuous improvement culture by noticing incident trends and taking steps to establish solutions to known issues
- Provide useful reporting as prescribed by senior management
- Test and implement software and equipment changes
- Maintain end user privileges within systems
- Manage and support switches, firewalls, and access points
MAJOR ACCOUNTABILITIES
- A helpdesk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
- Serve as the first point-of-contact for internal customers seeking technical assistance over the phone or email for issues related to IT (computers and applications)
- Performing incident ticket assignment and dispatch duties to ensure issues are properly dealt with.
- Contribute to creation of SOPs, training material, and how-to documentation
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Troubleshoot and resolve more complex system issues with minimal supervision
- Report escalated system failures for resolution.
- Provide accurate information on IT products or services
- Record events, problems, and their resolution in a ticketing platform
- 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 and equipment
- Add, remove, and modify end users’ profiles
- Manage IT equipment inventory
- Provide after-hours support (on-call) on a rotation
KEY PERFORMANCE INDICATORS (KPI’s) / MEASURE OF SUCCESS
- Minimal downtime of operational components related to IT hardware and software
- Minimal impact to business operations where incident/outage occurs
- Significant leveraging of managed service providers to keep systems & operations running optimally
- Demonstrated proficiency in knowledge & effectiveness when support business systems, applications, and customers
JOB DIMENSION
- Good understanding of computer systems, mobile devices, and enterprise technology
- Ability to diagnose and resolve technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and even-tempered
- Capable of standing firm when IT systems uptime, IT security or IT compliance is at stake
- Strong in attitude & loyalty
- Accountable, Empathetic, and Flexible
EDUCATION AND EXPERIENCE
Essential Education:
Essential Education:
- High school graduate
Desirable:
- IT certification(s) such as A+ or comparable
- Associate and/or bachelor’s degree
Essential Experience:
- Minimum 2-years of professional experience working in a technical role or equivalent education
- Advanced level of skills supporting Windows, iOS, Microsoft Azure, and IT hardware/software
- Advanced level of skills supporting medium to large IT deployment projects
- Experience supporting systems & customers remotely in med to large business environments
- Experience interfacing with IT vendors/managed service providers
Desired
- Language
- Fluency (written and spoken) in English
PROFESSIONAL COMPETENCIES
- Working style: High level of personal integrity, and the ability to professionally handle confidential matters and exude the appropriate level of judgment and maturity.
- Collaboration: Strong ability to handle competing priorities, and seeking consensus when parties have different or even contradicting opinions. Is perceived as a team player.
- Customer Focus: Strong customer focus is required.
- Results Focus: Must be able to drive IT projects and related activities based on priority.
- Communication: Excellent written and verbal communication skills; interpersonal and collaborative skills.
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