Address
Form of work
SalaryLong term contract to hire role.
Onsite in Dallas, TX
Provides onsite technical support as part of the Global Technology help desk.
Onsite in Dallas, TX
Provides onsite technical support as part of the Global Technology help desk.
- Responsible for resolving all incidents for customers in the site or working from remote, installing computer equipment delivered to the site and managing escalated cases.
- Incoming work can originate from a variety of sources including incoming calls, direct messaging, in person walk ups, or cases escalated by other help desk staff.
- Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex client problems.
- Alerts clients and team members when a major problem is suspected.
- Performs recovery testing to confirm availability of systems where outages have occurred.
- Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction.
- Participates in the analysis of client identified issues or problems which may require changes to department procedures, standards or systems.
- Evaluates effectiveness of new utilities and tools.
- Performs related duties as assigned or requested.
Qualifications: Strong customer service skills; Great verbal & written communication; Proven experience in technical support; Established experience in diagnosing and resolving technical problems.
ServiceNow is the incident management system
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