Sr. Service Desk Technician

Sr. Service Desk Technician

Vacancy expired!

TITLE: Sr. Service Desk Technician

Location: Houston, TX

Job Summary:

The Sr. Service Desk Technician provides exceptional phone and email support to our customers experiencing IT related issues and services. Reference and maintain existing or establish instructions and guidelines to perform the functions of the job. The target is to ensure excellent service standards and maintain high customer satisfaction.

About Us:

Our client, a leading Managed Service Provider (MSP) was founded to empower organizations by delivering trusted IT solutions. They pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service and sustainability. Our team is passionate, fun, creative and courageous in communications.

Essential Job Duties:

• Perform end-user technical support, troubleshooting, and tuning for end user hardware and systems, peripheral hardware (i.e. printers/copiers, etc.) and initial triage for client network environments
• Coordinate with multiple support teams and vendors if escalation is necessary to achieve resolution
• Supports the team process and participates on cross-functional teams
• Understand and implement security best practices and work with security specialists to minimize vulnerabilities
• Respond to network and server alerts to ensure maximum up time of identified devices
• Understand and comply with all contractual SLAs, policies and procedures

• Exercises discretion and independent judgment when dealing with client requests, incidents and feedback
• Build credibility and trust with client customers and departments by providing solutions to inquiries and problems. This includes maintaining relationships with customers by understanding their needs
• Analyzes and recommends alternative solutions to meet customer needs
• Identifies areas of opportunity to improve communications and efficiency of operation to improve customer satisfaction

• Create and maintain documentation to build knowledge and provide training when necessary
• May be required to take after-hours on call support as necessary
• Complete other duties as assigned

Required Skills:

• Experience supporting and administration of VPN clients
• Demonstrate success supporting clients remotely via phone, remote control tools
• Experience using ticketing software such as ServiceNow, Cherwell or Remedy and demonstrate expert knowledge of incident management and ticket documentation
• Solid familiarity supporting multi-function printers remotely
• Experience imaging and deploying new and replacement laptop and desktop equipment
• Ability to perform server patching and pre/post activities
• Diagnose and troubleshoot VOIP and telephony issues
• Ability to triage various business/industry related applications
• Extensive experience supporting Windows., MS Office, including Office 365
• Intermediate experience with server and network related issues
• Advanced experience supporting and administration of MS Exchange, including Exchange 365
• Advanced experience with Active Directory account maintenance, group membership changes, distribution groups, OU management and other AD functions
• Ability to touch type minimum of 60 WPM
• Excellent communication and problem-solving skills
• Multi-tasking abilities

Qualifications:

• Required Education: High school diploma, college graduates preferred
• Required Experience: The minimum experience for this position is 3-5 years of relevant experience in incident management and support
• Excellent communication, interpersonal and critical thinking skills

About Infinity Consulting Solutions

At Infinity Consulting Solutions our mission is to cultivate successful long term relationships with candidates and clients matching the right candidate with the right client. We believe technology cannot replace the real personal relationships we cultivate. We reject the notion that technology alone is the answer to staffing which is why we our successful partnerships rely on collaboration NOT automation. ICS has been providing flexible staffing solutions for over 20 years in Information Technology, Compliance, Accounting / Finance and Corporate Support. Our staffing solutions include Contract, Temp to Perm and Permanent Placement.

ICS is an Equal Opportunity Employer.