What are the responsibilities and job description for the Information Technology Help Desk Support position at TSU ONE?
You'll be a member of an IT team that provides a single point of contact for end-users to receive support for all technology-related issues within the company's computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware, software, printers, scanners, mobile devices and telephone equipment to ensure they all work as designed. This person will be providing end-user assistance and troubleshooting problems in person, remote desktop support software, by telephone and via e-mail in a timely and efficient manner with a sense of customer service in mind. The IT Technician will be working at our corporate office in Fort Worth and provide support for our regional offices remotely.
Bilingual (Spanish and English languages) is a PLUS!
Onsite and remote support experience required
Level 2 experience also required
Must have experience trouble shooting OneDrive, SharePoint, MS Products and syncing issues for onsite and remote customers
Must be able to lift 30 lbs
Job Responsibilities
Provide onsite and remote support to end-users
Resolve helpdesk requests from end users via telephone, walk-ins, email, text message, and IMs in a courteous manner.
Respond to assigned tickets / tasks in accordance with SLA guidelines
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
Apply diagnostic utilities and best practice methodology to aid in troubleshooting.
Inform Supervisor of all technical support documentation that needs updating / amending when needed.
Supports iPhones using Mosyle MDM.
Manages and supports VOIP phone system.
Experience using remote support software like Zoho Assist to connect to remote users’ computers and troubleshoot.
Troubleshoot Windows Desktop and Microsoft Office applications
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
React to service outages promptly with adherence to standard operating procedures
Take ownership of tasks and follow through to ensure complete resolution
Perform hands-on fixes at the desktop level, including installing and upgrading hardware / software, implementing file backups, and configuring systems and applications.
Perform user management tasks in 3rd party applications
Test fixes to ensure the problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Perform related duties consistent with the scope and intent of the position.
Qualifications
4 years’ experience working as an IT support technician in a corporate environment.
Associate degree in a technology related field or equivalent training.
Team First Mentality Required
In-depth understanding of Windows desktop operating system.
Knowledge of AD, DHCP, DNS and MS Exchange
Basic knowledge of Windows networking
Microsoft 365 including user administration and desktop application including Teams and Outlook.
Active Directory user management includes setup of new users, password changes, group membership, and removing terminated users.
Mobile Device Management (MDM) experience on any platform.
Ability to explain or teach technical procedure to non-technical users
Ability to pay close attention to details while performing technically detailed tasks
Ability to learn quickly on the job and keep up with technological changes.
Excellent written and oral communication skills.
Excellent and accurate documentation skills.
Ability to work effectively in a team with minimal supervision.
Keep a pulse on the job market with advanced job matching technology.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right.
Surveys & Data Sets
What is the career path for a Information Technology Help Desk Support?
Sign up to receive alerts about other jobs on the Information Technology Help Desk Support career path by checking the boxes next to the positions that interest you.
