IT Help Desk Representative

The primary responsibilities include support of all of our clients' software/hardware and basic network connectivity issues. The IT Engineer must be able to communicate effectively with our clients to gather detailed information about their issues and resolve in an orderly fashion. In addition, this role will require to work closely and under supervision of Network Engineer to troubleshoot any network related issues. This role will also be responsible for monitoring all tickets in our ticketing system and ensuring timely resolution and closure. This role will be base in our Frisco, TX office.

Responsibility:

• Monitor/Assign and respond to tickets submitted through ITS.
• Troubleshoot and provide a resolution to user issues in a timely manner
• Provide phone, email, and walk-up support for Plano and remote employees.
• Analyze complex technical issues and provide clear, concise, and comprehensive resolutions
• Break/Fix troubleshooting and repair of client network connections and PC resource/utilization issues
• Install, maintain and upgrade workstation hardware, software, and operating systems
• Install or upgrade software/hardware equipment
• Assist and train users on new hardware or software use.
• Enforce network policy, guidelines, and usage in the Plano office.
• Work with software vendors to diagnose and resolve issues
• Assist with New Hire and Termination setup.
• Provision and support TAC and Sales Phone device and work closely with our Engineer in Ottawa for troubleshooting issues.
• Deliver network implementation and remediation projects to meet demands
• Install, maintain and upgrade network hardware, software, and operating systems.

Skills and Requirements:

• 5+ years of related experience in IT Support.
• Excellent Customer Service skills.
• Strong understanding of Microsoft Windows and MAC Operating systems
• Strong documentation and communication skills
• Understanding of networking topology and troubleshooting
• Proven track record of teamwork
• Excellent Written and Oral Communication Skills Required
• understanding of networking hardware and infrastructure
• Hands-on experience supporting networking in 24 x 7 enterprise environments