Position Overview: Managed Services is seeking a help desk technician for our Accudata Systems dedicated service desk as part of the Converge Customer Experience Center. The help desk technician’s primary responsibility is to provide exceptional customer support while providing technical support by phone, email, and onsite for our customers.

This is an alternate overnight shift Wednesday - Saturday 12 am to 11 am

Position Responsibilities:

Help Desk Analysts are information technology (IT) professionals who provide technical support to users. They respond to incoming requests for IT support and resolve network, hardware and software issues with computers. They also perform technical maintenance and software installations and updates.

Logged into Phone Queue Daily

• Answering Incoming Calls
• Making Outgoing Calls
• Providing Technical Troubleshooting directly to customers on the phone

Logged into Service Ticketing System Daily

• Opening or Referencing tickets for each customer call, email, automated alert, or chat
• Documenting every interaction in real-time into the referenced customer ticket
• Documenting every troubleshooting step taken and Work Instruction followed
• Maintaining a Daily Status in every open ticket

Respond

• Take Ticket Assignment and progress ticket within Service Level guidelines
• Communicate with customer quickly and continuously

Resolve

• Open and Close tickets < 5 days
• Increase First Contact Closure
• Increase Same Day Closure

Escalate

• Take ticket to closure or escalate within guidelines of priority
• Document all investigation information for handoff

Learn and Knowledge Share

• Learn through on the job, shadowing, and independent study
• Create and Update Work Instructions

What you need for success:

• Excellent customer service and communication skills.
• Strong analytical skills with the ability to solve complex technical problems.
• Ability to work individually as well as part of a team.
• A passion for learning technology.
• Ability to provide necessary written documentation and knowledge transfer to customers during and after project implementations.
• The ability to travel up to 25% (usually in Texas).

Experience with the following required:

• PC hardware repair on desktops and laptops
• Windows OS installation, reloading, and data migrations
• Basic routers, switches, wireless and security technologies
• Basic Windows Server administration for end-user needs (AD, DNS, DHCP)
• Familiar with Windows Server operating systems (2008 R2+)
• Basic Networking (TCP/IP, SSH, DHCP)