DESKTOP SERVICE SPECIALIST II

Shift and Schedule

Monday to Friday, On the Job

Weekends & Holidays, On call

Benefits

· Dental insurance

· Employee assistance program

· Health insurance

· Paid time off

· Vision insurance

Full job description

R Associates Inc., a 48-year old technology services and solutions company, was built to deliver robust, customized IT solutions for our clients. At R Associates, we pursue our client’s success, through a single purpose to be partners to help them exceed their business goals. Our mission statement promotes responsiveness, resolution, forward-thinking, future-proof excellence, exceptional customer service, and reliability. We are passionate, energetic, engaged, creative, and ready in our engagements.

TITLE: Desktop Service Specialist II

LOCATION: Houston, TX - ONSITE - Zip: 77043

TRAVEL: Some local travel, up to 50% of your time is expected, reliable transportation is required

STATUS: Full-Time with Benefits

SHIFTS: Monday - Friday: 9am-5pm

REQUIRED: AZURE/Active Directory, O365, Windows 10/11, SharePoint, Adobe, Server Build, Storage Build

Job Summary:

The Desktop Service Specialist II provides exceptional phone and email support to our customers experiencing IT-related issues and services. The person in this role will help clients by confidently navigating their experience with a knowledge base and generally accepted resolution techniques to perform the functions of the job. The goal is to deliver excellent service standards and maintain high customer satisfaction through every interaction.

About Us:

R Associates Inc., a 48-year-old technology services and solutions company, was built to deliver robust, customized IT solutions for our clients. At R Associates, we pursue our client’s success, through a single purpose to be partners to help them exceed their business goals. Our mission statement promotes responsiveness, resolution, forward-thinking, future-proof excellence, exceptional customer service, and reliability. We are passionate, energetic, engaged, creative, and ready in our engagements.

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

· Basic Networking troubleshooting - identify root cause

· Windows 10/11 troubleshooting and operations

· Outlook/email troubleshooting - M365 (mid-level one-drive troubleshooting, sync and configuration experience, cached exchange mode/shared mailboxes)

· Mobile phone support

· SharePoint experience - navigation experience and basic understanding on how to use SharePoint

· 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

· 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

· Alert Monitoring/Crisis Management

· Windows 10/11 troubleshooting

· Basic understanding of SharePoint

· Demonstrate success supporting clients remotely via phone, remote control tools

· Experience using ticketing software such as FreshDesk and demonstrate expert knowledge of incident management and ticket documentation

· Advanced experience supporting and administering MS Exchange, including M365

· Advanced experience with Azure AD and Active Directory account maintenance

· 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 10/11, MS Office, including Office 365

· Intermediate experience with server and network related issues

· Excellent communication, interpersonal and critical thinking skills - previous experience supporting Executives

· Multi-tasking abilities

Qualifications:

· Required Education: High school diploma, college graduates preferred

· Required Experience: The minimum experience for this position is 2-3 years of relevant experience in incident management and support.

Working Conditions /Physical Effort:

· Fast paced and high-volume environment

· Responsibilities may require holidays sometimes with little advanced notice

· Some lightweight lifting of office equipment

Benefits:

· Medical, Dental, Prescription, Vision Insurance

· PTO - Paid Holidays and Vacation Time – encouraging work-life balance

· Continuous Learning and Development Programs

· Employee Referral Programs

· Bonus Incentive Programs

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call
• Weekdays

Work Location: In person

Salary : $50,000 - $60,000