What are the responsibilities and job description for the Help Desk Technician position at Elan Partners?
TITLE: Help Desk Technician (Irving/Las Colinas, TX – Hybrid Schedule)
Direct Hire Opportunity
No Sponsorship
Hybrid Schedule - 1 Day Remote, 4 Days Onsite
As our client's Helpdesk Technician, you will be tasked with delivering expert-level technical support for hardware and software in a dynamic, fast-paced setting. Handling support inquiries, executing diagnostic tools, identifying issues, and swiftly determining and applying effective solutions.
Requirements:
- Deliver technical support for hardware and software issues related to company computer systems and peripherals across office and warehouse settings.
- Identify, troubleshoot, and either resolve or escalate issues reported to the help desk.
- Track, manage, and log all actions and resolutions within the ServiceNow ITSM system.
- Address inquiries received through email, in-person, or phone using remote support tools.
- Follow up on pending requests to ensure prompt resolution.
- Install, adjust, and repair computer and printer hardware and software.
- Configure computers and peripherals for new employee onboarding.
- Keep an updated inventory of company computer equipment, peripherals, and supplies.
- Hold an Associate's degree and/or possess over 2 years of relevant work experience.
- Provide assistance to US offices during their non-operational hours.
Responsibilities:
- Possess CompTIA A , CompTIA Network (N ), or MCP certification; Apple ACMT certification is a plus but not required.
- Demonstrate in-depth knowledge of PC and Mac systems, encompassing hardware, software, and printer support.
- Effectively convey technical details to employees and customers in an accessible, non-technical manner.
- Exhibit a foundational grasp of networking principles and problem-solving techniques.
- Show eagerness to learn, adapt, and adhere to instructions from the Help Desk Manager and IT crew.
- Assess, analyze, and suggest enhancements, optimizations, and advancements for systems.
- Utilize excellent verbal and written communication abilities to document and address IT concerns proficiently.
- Conduct research and pinpoint solutions to technical challenges as required.
- Maintain a robust understanding of Microsoft Office Suite and proficiency in VPN support.
- Display meticulous attention to detail, adept time management, and efficient task prioritization.
- Leverage experience in managing help desk tickets via platforms like ServiceNow, Halo, Remedy, or similar systems.
- Troubleshoot and resolve basic printer hardware issues effectively.
- Work autonomously as well as collaboratively within a team setting.
- Be prepared to offer after-hours support to accommodate global office needs.
- Apply strong critical thinking and troubleshooting skills to efficiently diagnose and fix technical problems.
Comprehensive Benefit Package
