Support Center Technician
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Support Center Technician
Ref No.: 18-04289
Location: Dallas, Texas
Position Type:Contract
Start Date: 05/01/2018
My top tier client in Dallas, TX is hiring a tier 1 Help Desk Technician for a long term, ongoing contract!
Job Title: Help Desk Technician
Location: Dallas TX (Pleasant Grove, 75217)
Duration: Ongoing contract
Rate: DOE
Position Details:
- Help Desk level 1
- 1+ year of help desk experience
- Ticketing system: Heat, Remedy or ServiceNow!
- Ticket volume; 20-30 calls/day
- Answer inbound calls from end-user's and assist them with operational questions, system programming, as well as troubleshooting failures

Top Must Haves:
- Office 365 experience
- SAP knowledgeable
- Able to troubleshoot PC/Printers/Hardware and password reset experience
- Clear Communication and writing skills
- Reliable transportation

Nice-to-Have's
- MAC support experience
- Certifications (A+, Network +, MCP)
- Mobile support (iOS/Android/BlackBerry)
- Bilingual (English/Spanish)
Responsibilities:
· Provides 1st level technical support for the determination, resolution, or escalation of technical problems related to Windows environments and applications, electronic mail, enterprise applications & databases, security issues, desktop hardware/software, server hardware/software, and production equipment related issues.
· Provides Application How To Support for popular PC applications (examples: Microsoft Office, Microsoft OS, Adobe Acrobat, Outlook, Internet Browsers, iOS / Android / etc.)
· Troubleshoots problems using desktop remote control products where possible and thoroughly documents all services provided.
· Interacts with customers at all levels of the business with a high degree of tact, empathy and diplomacy to promote the positive image of the IS department.
· Uses excellent verbal and written communications to demonstrate a customer-focused attitude when dealing with customers.
· Accurately documents and communicates pertinent information in tickets as well as in Knowledge management database to ensure tight collaboration with other support teams and deliver an exceptional customer experience
· Maintain accuracy and relevancy of Knowledge management database by making frequent updates and new submissions.
· Develops an understanding of critical business systems / processes and the adverse business impact if these systems / processes are not available.
· Uses best judgment to set Incident priority and invoke problem escalation procedures to coordinate recovery.
· Resolves problems at 1st level at least 75% of the time. Performs 2nd level support on an as needed to balance workload across teams.
· Uses the IT Service Management ticketing system to open and track requests, incidents and problems.
· Provide customers with guidance in using security request system and provide status of current requests.
If qualified and interested please send a current copy of your resume to Kaylyn at Kaylyn.gerwig@mondo.com