Desktop Support Specialist - IT Staffing
    10700 Richmond Ave., Suite 203, Houston TX 77042
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Desktop Support Specialist

Desktop Support Specialist

Houston, TX
   |   February 22 2018


This is a contract to hire position with a global energy company. The desktop support expert is responsible for computer hardware, software (location specific or global) and peripherals. This is the second point of escalation for the resolution of desktop or laptop related incidents, service requests, connectivity issues.
– Provides second-line investigation and diagnosis
– Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
– Escalates unresolved incidents/service requests within agreed timescales
– Logs relevant incident/service request details per help desk procedures
– Communicates with client regarding incident progress
– Ensures tickets are updated at all times until issues are resolved
– Conducts customer/user satisfaction callbacks/surveys
– Completes GET IT training for User Support Analysts
– Liaises with clients, other IT support groups and 3rd party providers when necessary
– Performs staging of PCs
– Performs IMAC (Install, Move, Add and Change)
– Fluent in English
– Willingness to work flexible hours when needed
– Initiative- Ability to write technical support documentation a plus
– Excellent customer interface skills
– Remedy Ticketing System, Windows 10 Imaging, and Office 356 experience are plus.
Education: 2 yr degree min/preferred 4 yr degree

Years/Type of Experience required: 2 years