Service Desk/Helpdesk Technician
Service Desk/Helpdesk Technician Frisco, TX (3rd Shift/Night Shift 11 – 8 team) Job Description: The Service Desk/Helpdesk Technician is the first point of contact for internal and external customers seeking assistance for IT Operations services. Calls or e-mails to the Service Desk are logged in a service management system for general tracking, management and resolution. Users are advised of the Interaction reference number and will be updated on the progress of their issue or request via telephone call or email. Users can also track progress or add comments via the Self Service web site Microsoft Office 2000, 2003, 2007 Microsoft Windows XP, Vista Working knowledge of TCP/IP Demonstrated ability to effectively communicate by phone or in person. Demonstrated writing ability. Demonstrated ability to achieve successful outcomes in handling difficult situations and customers. Shows initiative and acts independently to resolve problems. AS/400 knowledge a plus A+ certification a plus Minimum Skills, Knowledge, and Ability Requirements: Knowledge of operating systems related to personal computer systems and peripherals, modems, COM ports and port addressing Knowledge of MS Internet Explorer A+ Certification Strong computer skills in order to operate effectively with company systems and programs Working knowledge of Call Tracking, MS Office (Excel, Word, Outlook and Access) Ability to communicate effectively both orally and in writing Good interpersonal skills Ability to prioritize work load and consistently meet deadlines Strong organizational skills; attention to detail
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