What are the responsibilities and job description for the Desktop Support Specialist II position at Shaw Systems?
Summary/Objective
Shaw Systems is a national software development company that has an established record of solid financial performance and an excellent reputation for providing quality products. We are seeking a motivated individual to work as a Technical Specialist II supporting our Houston, TX office. This position will be responsible for providing technical and deskside support to our internal, remote, and Houston staff, as well as occasional support to our clients. The ideal candidate will have at least 5 years of providing deskside support in an office environment of at least 50 employees. This position will be part of an on-call rotation with the IT department, responsible for approximately 1 week per month of after-hours support.
Responsibilities
· Provide first level contact and convey resolutions to customer issues
· Properly escalate unresolved queries to the next level of support
· Daily systems operation and maintenance
· Track, route, and redirect problems to correct resources
· Walk customers through problem solving process
· Follow up with customers, provide feedback and see problems through to resolution
· Utilize excellent customer service skills and exceed customers’ expectations
· Ensure proper recording, documentation, and closure
· Recommended procedure modifications or improvements
· Preserve and grow knowledge of help desk procedures, products, and services
· Update/Track Asset Inventories based on usage
· Manage and update assigned tickets based on work started and or completed
Requirements
· Proven working experience in providing help desk support
· Working knowledge of help desk software, databases, and remote support
· Strong client-facing and communication skills
· Advanced troubleshooting and multi-tasking skills
· Customer service orientation
· Demonstrated knowledge of supporting Windows Server OSs, Windows Desktops OS, Microsoft Office 365
· Experience with standardized and locked down desktop images
Preferred Skills
· SQL Server support
· InTuneAzure AVD
· Lotus Notes
Education / Certifications
· Microsoft related certifications
· BS degree in Information Technology, Computer Science or equivalent or four years relevant experience.
Location
The candidate for this position must live within 30 miles of the Houston location they support: Hybrid office schedule for Houston, TX.
Supervisory Responsibility
This position has no supervisory responsibilities.
Work Environment and Physical Demands
This is a full-time position. Days of work are Monday through Friday. The daily schedule may vary from 7 am – 4 pm, 8 am – 5 pm or 9 am – 6 pm, and occasional afterhours or weekend work may be required. Hours may vary or exceed 40 in any given week depending on the needs of the business.
Travel
Less than 10%
