Randstad Help Desk Support Analyst in Irving, Texas
Help Desk Support Analyst
Thursday, October 13, 2016
Randstad Technologies is currently seeking a talented Technical Support Professional to join a well-known client of ours here in the great Irving Texas area. This person will respond to telephone inquiries concerning technology support for desktops, applications, network, telephony, remote computing and all technology-related inquiries, including a variety of basic to moderately complex applications and hardware and software problems. Records inquiries, repair and service requests, resolves or directs request to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction. Escalates to or consults with senior staff when solution is unclear. Identifies critical issues and engages the technology incident management team for facilitation and resolution. Reports problems with procedures and suggests improvements.
Two to four years help desk experience required.
Outstanding interpersonal and soft skills.
Excellent telephone skills and ability to deal with all situations with exceptional customer service.
Excellent problem diagnosis and problem solving skills. Ability to analyze customer problems by type and severity for problem determination and resolution.
PC and printer trouble shooting experience.
Experience using Active Directory.
Experience supporting and troubleshooting network connectivity.
Experience supporting VPN and remote access.
Strong verbal and written communication skills.
Proficient typing skills (using two hands and all fingers) to be able to record troubleshooting information while talking on the phone.
Must be flexible to work any shift from opening at 4am Pacific Time to closing at 8:00pm Pacific Time,
Monday through Friday. Also must be available to work Saturday shifts as a possible regular schedule or as needed.
Technical certification a plus.
Previous experience using a call/incident tracking system.