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For your reference, we have included the original job posting below.
Help Desk Specialist II
Job Number:
40438754
Company Name:
TTI, Inc.
Job Location:
Fort Worth, TX US
Job Category:
Information Technology
Help Desk Specialist II
Help Desk Specialist II Location: TX-Fort Worth # of openings: 1 Branch: TX Cost Center: 35
Description
SCOPE
The Help Desk Specialist II works under minimal supervision and is accountable for logging incidents and providing a higher level of support with system problems, questions and requests (including problem recognition and resolution). Position will be responsible for leading the efforts in more complex issues and projects and for elevating issues beyond Level I support to appropriate group. Position also assists with scheduling vendors repairs and is accountable for tracking equipment and serial numbers.
ACCOUNTABILITIES
Ensures excellent customer service by effectively assisting all system users with system problems, questions and requests as well as being ready to assist users at the start of the scheduled shift.
Effectively resolves system user problems and requests in a timely manner and with a sense of urgency using system related knowledge by performing problem recognition and resolution. Elevates issues beyond Level I support to appropriate group for resolution.
Ensures timely response to incidents by following up and updating tickets with relevant and accurate information as incidents are reported. Transfers incidents to Level II support if not able to resolve. Documents and tracks incident status until closed or resolved while keeping upper management informed of the status.
Effectively maintains computer equipment, copier, fax machine, data line and telephones by logging incidents and scheduling repair services.
Provides support in tracking equipment and serial numbers by recording appropriate information for equipment that is installed and/or relocated.
Ensures help desk procedures are appropriately documented by assisting with updating the Help Desk Manual as needed as well as leading the efforts in creating and maintaining current Knowledge Base Articles. Recognized as the Team Lead when Helpdesk Manager is out.
Train and mentor new Help Desk Specialist.
EDUCATION & EXPERIENCE
High School Diploma or GED required. Associates degree in a related field preferred. Three plus years of related experience.
SKILLS & CERTIFICATIONS
· Knowledge in operating personal computers, telephone systems, copiers and fax machines. · Strong knowledge of Microsoft Office 2007 applications is required. · Mac support experience preferred. · Strong customer service orientation. · Strong analytical and problem solving skills. · Strong organizational skills and multitasking ability. · Strong attention to detail skills. · Demonstrated ability to work in teams with a collaborative interpersonal style. · Good verbal and written communications skills including excellent telephone etiquette. · Possess accurate keyboarding proficiency. · Shift hours are 8:30 am to 5:00 pm. Must be flexible to work any shift between 7:00 am to 7:00 pm as needed. EOE/M/F/D/V
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