Help Desk / Field Services Technician

Posted: 02/10/2020

We are different and our team members must be different as well.  Carefully consider the requirements for customer service below before applying. 

In this role, the most important requirements will be exceptional communication skills and responsiveness.  Level 1+ issues as described below will be addressed both remotely and on-site.  As a member of our team, you represent our organization to the clients and must, therefore, demonstrate our approach to service delivery at all times:

  • Every user is extremely important and is entitled to a quick response
  • Issues may take time to resolve, so we must be proactive with our communication
  • Do not settle for a break-fix mentality; if a problem occurs once then find a way to help it not occur again
  • If you don’t know how to fix something, get creative and think outside the box, but know when to escalate and ask for help
  • Set the tone – be engaging, friendly, courteous and understanding
  • Don’t settle for the status quo – go above and beyond and care about the work you are doing
  • Never allow complacency to creep in – find a way to make a difference
Our team combines behind the scenes help desk resolution with on-site and client-facing work.  Be prepared to engage with the users and demonstrate these service aspects while on-site.  

Candidates should reside near in the Dallas-Fort Worth, TX area, and be available to provide on-site support to various clients in the area and travel to other US locations as needed.

Responsibilities:
This role will provide support and maintain client computer desktop environments by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting end-user requests and answering related questions. You will be responsible for administration and internal support of PCs, printers, servers, and related equipment. Tasks include end-user support, performing PC maintenance, upgrades, and configurations.
  • Provide helpdesk support and resolve problems to client satisfaction
  • Monitor and respond quickly and effectively to requests received
  • Modify configurations, utilities, software default settings, etc. for the local workstations
  • Utilize and maintain helpdesk tracking software
  • Assist with onboarding of new users
  • Install, test and configure new workstations, peripheral equipment, and software
  • Report issues required for escalation
  • Manage PC setup and deployment for new employees using standard hardware, images and software
  • Assign users and computers to proper security and distribution groups
  • Perform timely workstation hardware and software upgrades as required
Our Ideal Candidate will have:
  • Ability to interact with staff at all levels and to work under minimal supervision
  • Excellent, organizational, interpersonal, and communication skills
  • Basic knowledge of Active Directory, Group Policy, and Windows ACLs
  • Good working knowledge of Microsoft Office Suite
  • Fundamental knowledge of network communications
  • Troubleshooting and analysis skills for general network and application-level issues
  • Ability to multitask and work in a team setting
  • Understanding of a wide variety of desktop applications
 
Position Type: Full Time
Job Type: Experienced
Salary: Dependent on Experience