CURRENT JOB SELECTION
Service Desk Engineer
Texas, Dallas-Fort Worth-Arlington
Service Desk Engineer
Location: Irving, Texas
Contract to Hire
We have an exciting new job opening for a Level 2 Service Desk Engineer. This individual will work on-site at our global client's North American headquarters in Irving, Texas in a contract to hire opportunity. Under the guidance and direction of the IT Service Desk Manager, this position will be responsible for providing BOTH level 1 phone support and level 2 desktop support solving technical problems that arise within our user community.
o IT Service Desk Tech II's will address the full spectrum of support issues presented to them with little frequency of escalation.
o Logs all incoming customer calls, and measures taken to troubleshoot and resolve, into the IT incident management system with clear, concise language.
o Analyzes and resolves incidents and service requests from end-users in addition to all escalated issues in accordance with IT service level agreements.
o Troubleshoots the root cause of problems, not merely the symptoms, taking necessary actions to prevent problems from recurring.
o Assists users with, but not limited to, application issues, hardware problems, requests for hardware/software, mobile device/connectivity issues, passwords, LAN/WAN, new user accounts, access requests.
o Experience with Microsoft Office 2010/2013, Office 365 is a plus, Windows 7, Windows 10, Citrix Environment, ITIL Foundations Support and Delivery processes is a plus, Understanding of SLA's and KPI's, TCP/IP, VPN, and other desktop support utilities
o Experience meeting first call resolution, abandoned rate, average talk time and other key performance metric goals and objectives.
o A unique blend of skills and aptitude capable of maintaining a positive and professional attitude in what can be a sometimes stressful environment. IT Service Desk Tech II's will address the full spectrum of support issues presented to them with little frequency of escalation.
o Excellent communicator, both written and verbal.
o Exceptional 'soft skills' that convey a sense of trust, competency, control and ownership with all customers.
o Active Directory administration.
o PC hardware and peripherals troubleshooting.
**To view all of our open positions, please visit: http://www.alleareconsulting.com/job-openings.