Jobs in Irving, TX

About the role

Long term contract with a top manufacturing client. Under the guidance and direction of the IT Service Desk Manager, this position will be responsible for providing BOTH level 1 phone support and level 2 desktop support solving technical problems that arise within our user community. This position requires experience with Printers, Active Directory, Microsoft Office 2007/2010, Windows 7 / 10, TCP/IP, VPN, and other desktop support utilities. Expectations include, but not limited to, meeting first call resolution, abandoned rate, average talk time and other key performance metric (KPI) goals and objectives. This position requires a unique blend of skills and aptitude capable of maintaining a positive and professional attitude in what can be a (sometimes) stressful environment.  IT Service Desk Tech III’s will address the full spectrum of support issues presented to them with little frequency of escalation.

What you'll bring

• ·          Logs all incoming customer calls, and measures taken to troubleshoot and resolve, into the IT incident management system with clear, concise language.
• ·          Analyses and resolves incidents and service requests from end-users in addition to all escalated issues in accordance with IT service level agreements.
• ·          Troubleshoots the root cause of problems, not merely the symptoms, taking necessary actions to prevent problems from recurring.
• ·          Assists users with, but not limited to, application issues, hardware problems, requests for hardware/software, mobile device/connectivity issues, passwords, LAN/WAN, new user accounts, access requests.
• ·          Communicates directly with all levels of corporate and field based end-users, internal IT escalation partners and external 3rd party support vendors.
• ·          Participates in technical discussions with other IT support teams.
• ·          As required, conducts personal appointments with users to resolve their support issues.
• ·          Informs the user community of global problems or scheduled downtime using standard communication procedures and templates.
• ·          Advises both field and internal IT technical services of current trends and issues that may impact their services to end-users.
• ·          Works collaboratively with other support staff to foster a TEAM environment.
• ·          Promotes teamwork by mentoring other technicians, providing training, sharing information and providing constructive feedback.
• ·          Contributes to the creation of new knowledge-base (KB) articles or the modification of existing articles to ensure IT resource tools are up to date.