IT Service Desk Specialist II

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Job Title: IT Service Desk Specialist II
Job Type: Direct Hire
Location: Houston, Texas (First 90 days 5 days on-site, then Hybrid 2-3 days per week in-office)
Summary
Under general supervision, performs general maintenance tasks, troubleshoots and repairs computer systems and peripheral equipment located throughout the organization. Works with end-users and IT department in order to identify production issues. Deploys and relocates computer hardware. Provides support to computer users. Resolves moderately complex hardware and software problems within established time frames. Escalates more complex problems to Supervisor. Maintains currency and high level of technical skill in field of expertise. Receives direction from supervisor on work priorities and assignments.
Day-to-Day
1. Provides support for computer workstation and other computer devices, in accordance with Information Services policies and procedures.

• Documents & updates installation, configuration, deployment & maintenance procedures.
• Organizes, schedule and prioritize workload by using the IT Helpdesk system.
• Assists with tracking of hardware, software license inventories and equipment holders.
• Assists with administration of server systems, backup & monitoring system availability.
• Upgrades operating system and Hardware when possible and performs System Backups
• Deploys and relocates computer hardware as defined by prescribed procedures, in accordance with Information Services policies and procedures.
• Supports issues with the internal systems and network infrastructure.
• Supports the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Remotes access solution support for VPN, Terminal Services, and Citrix.
• Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review.
• Monitors assignments to ensure resolution within established service level agreements.
• Works with external vendors and opens tickets as needed to correct issues supported externally (i.e. Dell, Comcast, Microsoft…)

2. Deploys and relocates computer hardware as defined by prescribed procedures, in accordance with Information Services policies and procedures.

• Evaluates severity and urgency of issues and manages workload to ensure that the highest priority requests are handled expeditiously and in accordance to policies and set SLAs
• Acknowledges receipt of the issue in a timely manner and provides customer with estimated time to resolution
• Performs troubleshooting to determine the probable root cause and resolves problems
• Ensures that testing is performed to validate that all hardware and software functions correctly
• Troubleshoots and repairs computer hardware and software problems.
• Maintains all digital and analog PBX telephone equipment and handsets.
• Provides phone support, as needed, to ensure adequate Help Desk coverage
• Sets up training and/or conference room devices in preparation for Training or Presentations.
• Responds to customer and manager requests in a timely manner, provides estimated time to completion, and keeps contacts updated on progress
• Performs site surveys to assess the need for cabling, data jacks, print queue maintenance, equipment needs, etc.
• Works with appropriate people to coordinate the telecommunication, network, and printing aspects of requests
• Supports disaster recovery solutions
• Ensures that testing is performed to validate that all hardware and software functions correctly
• Configures devices for providers, users, and management.
• Maintains availability by checking e-mail, MS Teams and voice-mail systems at regular intervals, carrying mobile phone at all times during business hours, and keeping the mobile phone charged and in working order.

Required Experience

• At least 2 years of experience in a help desk, desktop support, IT support, customer service, or similar role
• Experience with MS Office 365
• Excellent verbal and written English communication skills, including ability to communicate effectively with both IT and business personnel.
• Demonstrated ability to prioritize tasks and resolve problems in a timely manner
• Ability to multi-task and work in a fast-paced and stressful environment
• Desire to learn and take on new responsibilities
• Strong attention to detail
• Proficient knowledge in computer hardware/software systems, programs, computer networks, network administration, installation, and troubleshooting

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