Help Desk II

Company: HumCap, Inc.
Location: Dallas
Posted on: May 17, 2022

Job Description:

Job DescriptionHelp Desk II – Dallas, TX SUMMARY:This role supports the company mission by delivering the highest level of customer service and technical support through the resolution of Tier 2 technical issues for our clients. Requires excellent verbal and written communication skills. Organization and follow through is crucial to the success of this position. JOB DUTIES, FUNCTIONS AND COMPENTENCIES:• Provide fanatical customer service to our clients. • Deliver the best technology solutions to clients in need every time. • Document everything and do it with tremendous detail. • Promptly assess, troubleshoot, and take ownership of incoming tickets and triage as needed. • Maintain the Call Center Queue by answering all incoming calls and being available in the queue.• Communicate well with clients as required: keep them informed of incident progress; notify them of impending changes or agreed outages; document all results.• Troubleshoot and resolve Tier 1 and Tier 2 technical issues.• Complete thorough documentation of ticket activities as they occur throughout the day.• Create knowledge articles for discovery of property setup – Number of workstations, Printers, Routers, Modems, Switch count etc.• All computers onboarded (Agents installed with onsite assistance)• User created on each leasing device and business center devices• User workstation profile configured per specifications• Scan to email configured and all staff entered for scan to email• Network Scan using our tool • Property photos taken (requires onsite)• Document wireless information (workstations, iPads, Printers, etc.) JOB QUALIFICATIONS/EDUCATION/EXPERIENCE REQUIREMENTS:

• Minimum of 2 years in an IT help desk role, or 2 years of equivalent IT experience.
• Take ownership of all tasks and commit to high quality results.
• Excellent customer service skills: telephone skills, communication skills, soft skills, active listening.
• Typing, writing and presentations skills.
• Professional attitude and appearance.

Keywords: HumCap, Inc., Dallas , Help Desk II, Other , Dallas, Texas