InfoIMAGE
Overview
Get AI-powered advice on this job and more exclusive features. Direct message the job poster from InfoIMAGE, Inc. Direct Hires through approved platforms will be considered. No Solicitations or Recruiters. Direct Emails with candidate resumes will be eliminated. Local Candidates Only Must be able to commute into the office located in 75019 . Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not transfer or sponsor applicants for U.S. work authorizations (such as an H-1B visa) for this opportunity. Job Summary
This role is pivotal in providing exceptional customer service and technical support to our employees. The Service Desk Technician will manage the daily operations of the help desk, ensuring swift and effective resolution of internal IT issues. The employee will have a background in desktop support and a passion for delivering a white-glove customer experience. Key Responsibilities
Customer Support:
Provide top-tier technical assistance to employees via phone, email, and in-person, ensuring a seamless and positive experience. Be the first point of contact for internal users that need help. Ticket Management and Escalation:
Oversee the management of support tickets using Jira Service Desk, ensuring prompt resolution and appropriate escalation when necessary. Incident and Problem Resolution:
Investigate and resolve hardware and software issues, aiming to reduce encountered problems by 35% within a calendar year. Escalate unresolved problems as needed. Continuous Improvement:
Collaborate with team members to suggest and implement improvements for more efficient IT support processes and customer service practices, aiming to reduce repeated escalated issues by 35% within a calendar year. System Maintenance:
Perform routine maintenance and updates on computer systems, ensuring optimal performance and security. Documentation:
Maintain accurate records of support requests, resolutions, and system changes to facilitate continuous improvement and knowledge sharing. Training:
Provide training and guidance to employees on best practices for using company technology and software. Qualifications
Bachelor's degree in information technology, Computer Science, or a related field, or equivalent professional experience. Proven experience in desktop support or a similar role. 2-4 years' experience. Technical knowledge of operating systems and infrastructure, networking basics, software, and applications. Proficiency with ITSM tools and ticketing systems for tracking and managing user support requests. Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly. Time management skills to multitask and adhere to SLAs. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Familiarity with various operating systems and software applications. Preferred Qualifications
Experience with remote support tools and techniques. Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar. Seniority level
Associate Employment type
Full-time Job function
Information Technology Referrals increase your chances of interviewing at InfoIMAGE, Inc. by 2x Get notified about new Service Desk Technician jobs in
Dallas-Fort Worth Metroplex . Fort Worth, TX $65,000.00-$75,000.00 2 weeks ago Burleson, TX $50,000.00-$60,000.00 2 days ago Dallas, TX $58,000.00-$63,000.00 8 months ago McKinney, TX $55,000.00-$65,000.00 1 month ago Grapevine, TX $53,000.00-$55,000.00 1 day ago Service Desk Technical Analyst Command Center Operations
Rockwall County, TX $70,000.00-$85,000.00 2 weeks ago Bilingual (Korean/English) - Tier 2 Helpdesk Technician
Dallas, TX $45,000.00-$55,000.00 6 days ago Bilingual (Korean/English) - Tier 2 Helpdesk Technician
Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr
Get AI-powered advice on this job and more exclusive features. Direct message the job poster from InfoIMAGE, Inc. Direct Hires through approved platforms will be considered. No Solicitations or Recruiters. Direct Emails with candidate resumes will be eliminated. Local Candidates Only Must be able to commute into the office located in 75019 . Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not transfer or sponsor applicants for U.S. work authorizations (such as an H-1B visa) for this opportunity. Job Summary
This role is pivotal in providing exceptional customer service and technical support to our employees. The Service Desk Technician will manage the daily operations of the help desk, ensuring swift and effective resolution of internal IT issues. The employee will have a background in desktop support and a passion for delivering a white-glove customer experience. Key Responsibilities
Customer Support:
Provide top-tier technical assistance to employees via phone, email, and in-person, ensuring a seamless and positive experience. Be the first point of contact for internal users that need help. Ticket Management and Escalation:
Oversee the management of support tickets using Jira Service Desk, ensuring prompt resolution and appropriate escalation when necessary. Incident and Problem Resolution:
Investigate and resolve hardware and software issues, aiming to reduce encountered problems by 35% within a calendar year. Escalate unresolved problems as needed. Continuous Improvement:
Collaborate with team members to suggest and implement improvements for more efficient IT support processes and customer service practices, aiming to reduce repeated escalated issues by 35% within a calendar year. System Maintenance:
Perform routine maintenance and updates on computer systems, ensuring optimal performance and security. Documentation:
Maintain accurate records of support requests, resolutions, and system changes to facilitate continuous improvement and knowledge sharing. Training:
Provide training and guidance to employees on best practices for using company technology and software. Qualifications
Bachelor's degree in information technology, Computer Science, or a related field, or equivalent professional experience. Proven experience in desktop support or a similar role. 2-4 years' experience. Technical knowledge of operating systems and infrastructure, networking basics, software, and applications. Proficiency with ITSM tools and ticketing systems for tracking and managing user support requests. Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly. Time management skills to multitask and adhere to SLAs. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Familiarity with various operating systems and software applications. Preferred Qualifications
Experience with remote support tools and techniques. Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar. Seniority level
Associate Employment type
Full-time Job function
Information Technology Referrals increase your chances of interviewing at InfoIMAGE, Inc. by 2x Get notified about new Service Desk Technician jobs in
Dallas-Fort Worth Metroplex . Fort Worth, TX $65,000.00-$75,000.00 2 weeks ago Burleson, TX $50,000.00-$60,000.00 2 days ago Dallas, TX $58,000.00-$63,000.00 8 months ago McKinney, TX $55,000.00-$65,000.00 1 month ago Grapevine, TX $53,000.00-$55,000.00 1 day ago Service Desk Technical Analyst Command Center Operations
Rockwall County, TX $70,000.00-$85,000.00 2 weeks ago Bilingual (Korean/English) - Tier 2 Helpdesk Technician
Dallas, TX $45,000.00-$55,000.00 6 days ago Bilingual (Korean/English) - Tier 2 Helpdesk Technician
Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr