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Help Desk Support II

Irving, TX 75038

Post Date: 03/18/18 Job ID: 44292 Industry: System Administrator

HireLevel powered by Extra Help is looking for Help Desk Support II for our client located in Irving, TX! Our client is an international pharmaceuticals manufacturer and researcher.

Job Title: Help Desk Support II

Job Category: Full-Time, Contract

Location: Irving, TX

Schedule: Monday through Friday 8: 00 am to 5: 00 pm

Job Responsibilities:
  • Work with other Support Center analysts and Senior Technicians to understand workstation support needs.
  • Resolve calls that have been escalated in the Call Tracking system, assume primary responsibility for client s workstation support.
  • Provide hands-on and remote controlled workstation support services and provide expertise on support services when requested by peers and clients.
  • May be required to create software images; lead/participate in Hardware & Software deployments, and Hardware and Software procurement and disposal;
  • Management of print server queues and network printers.
  • Responsible for all work in progress assigned to ensure completion of tasks and proper communications with clients.
  • Provide on-call level-2 support.
  • Primary Support Center operation to maintain awareness and enhance operations of Support Center.
  • Personally operate support outposts in client area; reconcile client demand for services with available resources.
  • Participate in Support Center planning functions; record all support activities for proper measurement of support business.

Job Requirements:
  • Associates Degree in Computer Science or related discipline.
  • 2 to 4 years experience minimum in computer support.
  • Must enjoy solving a wide variety of problems on a continual basis.
  • Must possess skills and experiences with the use of technology in a business environment, including exposure to Help Desk Support, data communications/networks, and application environments (mainframe, work-group, and desktop).
  • Experience with customer service functions such as workstation support.
  • Familiarity with DOS/Windows and Lotus SmartSuite application software.
  • Fundamental understanding of word processing, spreadsheet and terminal emulation products to properly diagnose problems.
  • Must have an understanding of computer terms and acronyms & the ability to translate technical terms into non-technical language.
  • Excellent customer service, interpersonal, organizational and communication skills; ability to work in a fast paced changing environment.

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