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IT Help Desk Support

Location: Irving
Posted on: October 12, 2017

Job Description:

Job DescriptionSummary/ObjectiveThe IT Help Desk Support (ITHD) will assist internal employees via the telephone, remote access tools and through our ticketing system. The IT Help Desk will oversee all support and training aspects of the company website and will be responsible for the administration, support and maintenance of all related systems, applications and training. The ITHD will provide first level support for users, ensure currency of information and provide installation and training services as needed. The ITHD will also develop productivity tools and processes that will increase the usability and effectiveness of the company’s application and environment.Essential Functions1. Troubleshoot and resolve hardware and software issues. 2. Setup / Troubleshoot Windows workstations. 3. Provide support for email, cell phones and office phones. Support includes setups, changes and termination of services. 4. Interact with employees via telephone, e-mail, etc. providing technical support and problem solving abilities. 5. Analyze employee problems and formulate plans of resolution. 6. Identify, evaluate and prioritize employee problems and complaints. 7. Support users on Windows, UNIX and Linux platforms. 8. Maintains password security, data integrity, and file system security for the desktop environment. 9. Assist employees with desktop application issues, including Microsoft, Adobe, Dial-Up and VPN, etc. 10. Respond to help desk calls and problem tickets.11. Utilize all technical resources to solve employee problems.12. Escalate unresolved calls to appropriate support specialist or service group.13. Serve as a point of escalation for other Helpdesk services agents. 14. Assist in identifying resolution gaps at the helpdesk and author knowledge base 15. Submissions accordingly.Knowledge and Skills1. Excellent written and verbal communications skills. 2. Strong customer service skills. 3. Candidate should have solid experience supporting workstations (PC & Mac)4. Advanced level experience with server technologies (Windows Server, Active Directory, Group Policy, Remote Desktop Servers, VMware) 5. Advanced level networking environments (DHCP, DNS, VPN, switching and routing)6. Strong professional and technical writing ability7. Ability to remain calm and focused in high-pressure situations8. Candidates will need to be receptive to feedback, and action oriented in exciting change with the constructive feedback they receive9. Ideal candidate has a passion for developing technically as well as delivering exceptional customer service10. Working directly with our clients solving their technical problems11. Intermediate knowledge of network and troubleshooting techniques.12. Install OS, applications and company software on computers, configuring as needed.13. Maintain software and hardware inventories.14. Malware and Antivirus detection, removal, and prevention15. Documentation of tickets, processes, and configurations. Candidate must have experience supporting, troubleshooting, and implementing wired and wireless networking infrastructure. Candidate must have a vast knowledge of web browsers including troubleshooting and configuration each. Thorough understanding of the TCP/IP protocolEducation and Work Experience1. Bachelor degree in Computer Information Systems or IT2. At least 7 years of Helpdesk experience3. One or more of the following certifications are highly desired:

  • A+
  • Network+
  • ITIL
  • MCP
  • CCENT
  • Security+
  • MCSA….Windows 7, 8, 10, or Servers
  • CCNA Work Environment1. Small-to-large office environment with varying temperatures2. The noise level in the work environment is usually moderate.3. Exposed to a combination of normal office type environments and client environments. 4. Occasionally exposed to dust, odors, oil, fumes and noise.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch, talk or hear. Physical requirements include stooping, standing, climbing and occasional lifting of a minimum of 40 lbs. of office and facilities equipment. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.Under The Americans with Disabilities Act reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.Work Authorization/Security ClearanceAuthorized to work in the U.S.Equal Employment Opportunity EmployerFlagShip is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Company DescriptionFor twenty-nine years, Flagship Facility Services has offered hassle-free total maintenance solutions, from single maintenance projects and on-call facilities technicians to fully integrated janitorial and facility management services. We serve some of the world’s most demanding customers, from busy airports to internationally recognized research institutions, to some of America’s leading technology companies.

    Keywords: , Dallas, IT Help Desk Support, Other, Irving, Texas

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