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

IT Service Desk & Field Technician - TX

Vensure Employer Services • Dallas, TX, United States
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  • [job_card.full_time]
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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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