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IT Solution Center Technician – The Woodlands, TX

The successful candidate will have the opportunity to work with our client, a reputable global oil & gas company, based in The Woodlands, Texas.

This is a 12-month contract position with potential of renewal.

Job Overview

This role will be part of the IT Solution Centers’ team which is a fairly new team in providing unique customer facing / customer engaging experience to internal customer’s IT related needs. Think of this as a very specialized brand of VIP Desk Side Technician that can not only solve technical skills but can also carry on value-add conversations/interactions, inform of IT related uses, and provide consultations. The service is offered as a walk-in opportunity vs. traditional desk side technician scheduling or deployments.

The main goal is to resolve customer’s IT issues as quickly as efficiently, and professionally as possible while maintaining core organization’s standards. This position also provides knowledge, education, and consultation to enable customers to better utilize existing and upcoming IT products and services. This position requires a "wow" factor when working with Customers to ensure needs are not only met but exceed on each IT Solution Center interaction.

When not directly interfacing with customers, the responsibilities include updating documentation, knowledge sharing, and completing any required trainings in a timely fashion.

The Technician will be working between 8:30am – 5:30pm and be willing / flexible to change as needed.

Job Responsibilities:

Technical / Customer Service

  • Perform comprehensive troubleshooting and maintenance as prescribed by core processes in relation to laptops, tablets, printers, mobile devices, and other peripherals
  • Install, configure, and troubleshoot core end user software (Office, LYNC, etc.) and non-core software (specialized applications) as needed
  • Troubleshoot and install network and networked peripherals (Wi-Fi, mifi, etc.) issues
  • Document troubleshooting steps applied in ticketing system
  • Update Customers regarding local user communications
  • Monitor ticket closeout in a timely fashion
  • Liaison with 3rd level support teams during problem resolution
  • Update physical assets within asset management tracking system
  • Educate customers on better uses of IT while or self-help options while performing troubleshooting of existing or new devices
  • Perform customer service representative responsibilities (Helpdesk level 1 duties and customer intake) as needed (Smart Card, Account unlocks, password resets, etc.)
  • Document all processes and procedures as needed and share findings with peers
  • Look for ways to better engage our customers, ensure they walk away more productive, and become enthused about IT with each interaction

Planning & Reporting

  • Provide summary of metrics as requested by management (as requested / required)
  • Share findings, best practices, improvements with IT Solution Center Coordinators and other resources

Job Requirements:

  • Associate Degree or Technical Diploma in related fields.
  • 2 years prior experience in PC Support and Maintenance required
  • 1 year prior experience in a helpdesk or customer service related field
  • Strong understanding of Client based Operating Systems i.e. Windows 7 & 8.1
  • Strong ticketing system experience
  • Proficient understanding of level 1 Helpdesk services (Account unlocks for computer, email, mobile devices; Password Resets; Active Directory; Smart Cards, etc)
  • Strong understanding of end user hardware
    • Dell Laptops / Microsoft Surface Pro / Dell Venue
    • Mobile Devices (iOS, Android, Windows)
    • Mobile / wireless technologies (Wi-Fi, mifi, etc.)
    • Printers (personal and network), Multi-Function Devices (MFD), and other peripherals
  • Strong knowledge of client based applications
    • Microsoft Office Products
    • SharePoint
    • LYNC / VOIP
    • Antivirus Products
    • Active Directory
    • Citrix
    • VPN
    • Application Delivery Software (SCCM, Alteris) and application installations
  • Proficient with common network protocols (TCP/IP) for device connectivity issues
  • Excellent communication skills
  • Excellent customer service skills
  • Strong analytic problem solving skills
  • Excellent work ethic
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