• Service Desk Technician - Temp/80% travel

    Job Location(s) US-TX-Irving
    Job ID
    # of Openings
    Information Technology
    Job Type
    Temporary Full-Time
  • Overview

    Position Summary:  Help Desk Technicians assist computer users with hardware and software questions. Help Desk Technicians field telephone calls and e-mail messages from customers seeking guidance on technical problems. In responding to these requests for guidance, Help Desk Technicians must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps.


    Essential Duties and Responsibilities:


    Travel to remote offices without on-site IT personnel to assist with PC migration from

    Windows 7 to Windows 10


    • Respond to requests for technical assistance via phone or email


    • Diagnose and resolve technical hardware and software issues


    • Research questions using available information resources


    • Advise user on appropriate action


    • Follow standard help desk procedures


    • Log all help desk interactions


    • Redirect problems to correct resource


    • Identify and escalate situations requiring urgent attention


    • Track and route problems and requests and document resolutions


    • Inform management of recurring problems


    • Stay current with system information, changes and updates.


    Qualifications Required:


    • Associate or Bachelor’s degree in Computer Sciences or related field preferred but not required


    • Working knowledge of fundamental operations of relevant software, hardware and other equipment
    • Knowledge of relevant call tracking applications


    • Excellent customer service practices


    • Related experience and training in troubleshooting and providing help desk support


    • Knowledge of personal computer software and hardware, particularly Microsoft Outlook and Office product suite. Also, some knowledge of common personal computer peripherals or hand held devices (printers, scanners, fax machines, iDevices)


    • Broad knowledge of Microsoft Windows 7 and Windows 10


    • Ability to relay technical information to non-technical users


    • Good verbal and written communication skills




    Other Qualifications:

    • Certifications in Help Desk or specific office software products are a plus


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