Service Desk Engineer

  Texas, Dallas-Fort Worth-Arlington


   Job Order
Posted Date
Friday, July 16, 2021

Service Desk Engineer
Location: Irving, Texas

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. Under the guidance and direction of the IT Service Desk Manager, this position will be responsible for providing both level 1 and level 2 phone support solving technical problems that arise within our user community.

o Provides primary 1st tier phone support
o Provides primary 2nd tier phone support
o Provides backup support for unscheduled system status updates
o Provides input/suggestions for updates to knowledge base article
o Ensures personal phone is logged out at the end of the day (last analyst out checks queue to ensure that all analyst are logged out)
o Attends staff meetings
o Provides primary support for self-service processing
o Reads and adheres to all KB Articles, SOP, and other critical communication updates & additions through received email/
o Utilizes all Service Desk resources (Internal/External website, KB Articles, SDE action steps, Tier 2, SME, Team Leads)
o Answer customer ACD calls according to established processes and procedures
o Strive to meet or exceed expected performance goals consistently
o Knowledge of O365, WIN 10, TEAMS
o Identity Access Management Tools
o Network Monitoring Tools

o 5+ years of Service Desk experience
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.

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