Touchstone Energy Help Desk Support 2 in Corinth, Texas

CoServHelp Desk Support 2Apply Now

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DescriptionPosition SummaryThe Help Desk Support 2 provides on-site and remote technical support assistance to end users. This position is part of the CoServ Client Services team and as such is the primary face of IT to the CoServ organization. This position requires being comfortable working with all levels of the CoServ organization, including its Board of Directors. They must be able to use their professional knowledge to resolve problems involving hardware and software issues and have practical knowledge of the client's operating system and applications. This position provides support primarily over the phone, via remote sessions and through email, but does involve occasional deskside support as well.Primary Position Responsibilities• Enters, classifies, prioritizes, monitors, resolves, escalates and closes tickets using the ChangeGear ticketing system.• Uses active listening skills and asks probing questions to determine the customer's issue while analyzing the symptoms to figure out the underlying cause.• Analyzes technical challenges and develops potential resolutions while incorporating the end user's point of view.• Resolves username and password problems.• OS and application troubleshooting• Email configuration and troubleshooting• Troubleshoots basic network and VPN connectivity issues.• Provides mobile device support (iOS, Android and Windows phones & tablets).• Software and hardware procurement• Asset management (software and hardware), including auditing and remediation• Works with advanced level support staff as needed for problem identification and resolution.• Works with Information Security to address vulnerabilities when they arise.• Maintains a working relationship with vendors to ensure smooth problem resolution.• Produces and maintains quality technical and user-facing documentation.• Participates in projects as needed and adheres to project plans.• Remains abreast of changes in system software and hardware requirements.• Complies with established CoServ safety and operating rules, procedures, and guidelines. Responsible for reporting unsafe practices to a supervisor.• Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines. Responsible for reporting suspected information security incidents to Information Security.Supervisory Responsibilities• None

RequirementsPosition RequirementsEducation and Certifications Required• High School Diploma or G.E.D.Experience Required• 3+ years of experience with Windows 7, Windows 10 and Microsoft Office in a customer-focused Help Desk Support role• 1+ year of experience with iOS, Android and Windows OS phone & tablet troubleshooting and configuration• 1+ year of experience with enterprise asset management softwareRequired Skills• Fits the "co-op culture" with principles of safety first, employee dedication, outstanding service and exceeding customer expectations• Team-oriented performer, focused on the tasks and goals of the organization• Motivated self-starter with strong attention to detail• Excellent interpersonal and communication skills in person, over the telephone and via emailPreferred Skills• Basic Active Directory administration• Basic Email administration• Mobile Device Management• Basic TCP/IP troubleshooting• Dell and Lenovo desktop and laptop hardware troubleshooting• Purchase order and invoice processing• Understands software licensing and maintenance agreement renewals• Familiar with project management principlesPhysical Requirements• Indoor, office environment• Works extended hours as needed or directed• Uses computer for extensive periods of time• Ability to sit for long periods of time• Requires frequent sitting, standing, walking, bending, and reaching• Operates office equipment such as a telephone, fax machine, copier, etc.• Ability to lift a minimum of 40 lbs.• Ability to drive occasionallyOther Requirements• Provide backup coverage for Help Desk Support 3 functions• Provide after hours and on-call support as required• Must have and maintain a valid Texas driver's license• Performs other duties as required

Job Information

  • Location:Corinth, Texas, United States

  • Job ID:40422041

  • Posted:April 12, 2018

  • Position Title:Help Desk Support 2

  • Company Name:CoServ

  • Job Function:Information Technology

  • Job Type:Full-Time

  • Job Duration:Indefinite

  • Min Education:H.S. Diploma/Equivalent

  • Min Experience:3-5 Years

  • Required Travel:0-10%