IT Service Desk Technician // USC &GC ONLY

IT Service Desk Technician  

Location: Houston, TX Onsite\ 

Rate: Open 

Visa: GC/USC Only 

 

 

The position is responsible for providing infrastructure support to other business areas (Houston Library). The primary value of the IT Service Desk Technician position is its ability to provide quick and efficient technical support without disruption to business flow. 

Duties: 

1. Demonstrates basic knowledge of Tier 1-2 service level support with as relates to addressing Hardware (PC or End-User Devices & peripheral equipment), and application software, and operating system issues. 

2. Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure. 

3. Demonstrates sufficient knowledge of call log tracking to record accurately all needed information. 

4. Tracks all customer service items to completion. 

5. Evaluates customer service issue to determine level of service needed. 

6. Escalates Tier 3 issues to appropriate resource. 

7. Maintains and increases knowledge of IS application, hardware, mobile devices and multiple operating system platforms 

Job Responsibilities 

1. Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management and change management processes, practices and procedures. 

2. Serves as the first point of contact for the IS Department and acts as a liaison between the client community and the rest of the IS Department 

3. Adheres to Service Desk standards, processes and systems required to deliver consistent high quality customer service 

4. Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site. 

5. Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions 

6. Manages Level 1 queues and recommends new queues to ensure proper categorization and assignment of issues. Coordinates queues for site/service, working with various stakeholder groups. 

7. Provides recommendations on how to improve the quality of service as well as reducing repeat incidents. 

Skills: 

Information Technology, Hardware Troubleshooting, computers, pc technician, windows, Support, Troubleshooting, Customer service, Desktop, Active directory, Hardware, Microsoft office, ServiceNow, Windows 10, Windows 7, Office 365 

Top Skills Details: 

Information Technology, Hardware Troubleshooting, computers, pc technician, windows, Support, Troubleshooting, Customer service, Desktop, Active directory, Hardware, Microsoft office 

Additional Skills & Qualifications: 

Very good communication and attention to detail required. Manager needs someone that is eager to work, and learn, and will work at a fast pace. 

12 months Contract