Job Details

IT Support Technician - Level 1

DALLAS-75202, TX, US
11/30/2016

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Required Skills

    A+
Company

Infinity Consulting Solutions, Inc

Experience

3 to 5 Year(s)

Job Description

IT SUPPORT TECHNICIAN

Dallas, TX

$18/hr - $19/hr

Third party Applications Not Accepted

We are hiring for a Level 1 IT Support Technician. This position will be the first point of contact for end users of the company's IS applications, hardware, networks and/or software.

The IT Support Technician will provide advanced support in the 1st level of technical support for a geographically dispersed user community.

Responsibilities:

Provides 1st level technical support for the determination, resolution, or escalation of technical problems related to Windows environments and applications, electronic mail, enterprise applications & databases, security issues, desktop hardware/software, server hardware/software, and production equipment related issues.

Provides Application How To Support for popular PC applications (examples: Microsoft Office, Microsoft OS, Adobe Acrobat, Outlook, Internet Browsers, iOS / Android / Blackberry Support, etc.)

Troubleshoots problems using desktop remote control products where possible and thoroughly documents all services provided.

Interacts with customers at all levels of the business with a high degree of tact, empathy and diplomacy to promote the positive image of the IS department.

Uses excellent verbal and written communications to demonstrate a customer-focused attitude when dealing with customers.

Accurately documents and communicates pertinent information in tickets as well as in

Knowledge management database to ensure tight collaboration with other support teams and deliver an exceptional customer experience

Maintain accuracy and relevancy of Knowledge management database by making frequent updates and new submissions.

Develops an understanding of critical business systems / processes and the adverse business impact if these systems / processes are not available.

Uses best judgment to set Incident priority and invoke problem escalation procedures to coordinate recovery.

Resolves problems at 1st level at least 75% of the time. Performs 2nd level support on an as needed to balance workload across teams.

Uses the IT Service Management ticketing system to open and track requests, incidents and problems.

Provide customers with guidance in using security request system and provide status of current requests.

Retains ownership for the tickets they open. Escalates open tickets when necessary to a 2nd level technician.

Make escalation decisions based on workload volume and urgency to maintain balance while best serving the customer.

Send Management pages and Emergency communications enterprise wide as needed.
Learns the Mohawk technical environment while maintaining competency and enhancing
professional growth and development through continuing education and conferences.

Participates in self-paced training and ongoing Certifications to enhance skill set and further professional development.

Works closely with IS Management, Support Center personnel and other IS technical and applications staff.

Performs monthly self-quality assessments using Call Copy recording tool.

Demonstrate a high level of work ethic, autonomy and self-direction while Telecommuting (Off-shift only)

Requirements:

Prefer to have a Bachelor's Degree in a technology or business related discipline, or

Associates Degree in a technology or business related discipline and at least 2 years related experience

3+ years experience in end-user support with the Microsoft Windows environment.

Bilingual skills (English/Spanish) a plus.

Must have a technical knowledge of advanced PC diagnostics and strong familiarity with the Microsoft Windows platform and Microsoft Office applications.

Industry standard certifications (A+, ITIL v3 Foundations, HDI Analyst, Network+, MCP, CCNA, CCNP, etc) a plus

Must be customer-focused, work well in a team-oriented environment, and provide quality service for the business client. Must pay very close attention to detail. Must have very good phone etiquette.

Must be open to flexible working hours including nights, weekends, and overtime as needed.

Must be capable of a high degree of self-management and autonomy while working off shift.



IT Support Technician
Information Technology

No Preference
Contract To Hire
Other
1

Candidate Requirements
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Bachelors

Walkin Information
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Recruiter Details
Doug Klares
1350 Broadway, Suite 2205, NEW YORK-10018, NY, US
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