Help Desk Support 3

Position Summary

The Help Desk Support 3 provides on-site and remote technical support assistance and order fulfillment to end users. This position is part of the CoServ Client Services team and is the primary face of IT to the organization. This position requires being comfortable working with all levels of the CoServ organization, including its Board of Directors. They must be able to use their practical knowledge of the client’s hardware, operating system and applications to resolve problems and fulfill requests. This position provides support primarily over the phone, via remote sessions and through email, but does involve occasional deskside support as well.

Primary Position Responsibilities

- Provides top-quality customer service to a variety of end users with different levels of computer proficiency across multiple client hardware and software platforms.

- Uses active listening skills and asks probing questions to determine the user’s need and utilizes available solutions to fulfill orders and resolve issues.

- Enters, classifies, prioritizes, monitors, resolves and escalates incident tickets using CoServ’s ticketing system.

- Enters, prioritizes, monitors, approves, fulfills and escalates orders and service request tickets using the Matrix42 Service Management product suite.

- Resolves username and password login issues for domain, VPN and various application accounts.

- Windows 10, application, hardware and basic network connectivity troubleshooting.

- Provides mobile device support (iOS and Android phones & tablets).

- Asset management (hardware and software), including auditing and remediation.

- Hardware and software sourcing and procurement.

- Works with advanced level support staff as needed to provide solutions for incidents and service requests.

- Maintains a working relationship with vendors to ensure smooth order fulfillment and problem resolution.

- Produces and maintains quality technical and customer-facing documentation.

- Remains abreast of changes in system hardware and software requirements.

- Works with Information Security to address vulnerabilities when they arise.

- Complies with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor.

- Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to Tech Support.

Secondary Position Responsibilities

- Participates in projects as needed and adheres to project plans.

- Performs other duties and activities as directed.

Supervisory Responsibilities

- None

Position Requirements

Education and Certifications Required

- High School Diploma or G.E.D equivalency.

Education and Certifications Preferred

- None

Experience Required

- 5+ years of experience with Windows 10 and Microsoft Office in a customer-focused Help Desk Support role. - 3+ years of experience with enterprise asset management software. - 2+ years of experience with iOS and Android phone & tablet configuration, deployment & troubleshooting.

Skills and Abilities Required

- Fits the “co-op culture” with principles of safety first, employee dedication, outstanding service and exceeding customer expectations.

- Must possess excellent critical thinking and troubleshooting abilities.

- Team-oriented performer, focused on the tasks and goals of the organization.

- Excellent interpersonal and communication skills in person, over the telephone and via email.

- Meticulous attention to detail with the ability to complete tasks accurately and efficiently and maintain focus in an environment with frequent distractions.

- Must be a motivated self-starter.

Skills and Abilities Preferred

- Working knowledge of enterprise systems management software.

- Dell desktop & laptop hardware troubleshooting.

- Basic Active Directory administration.

- Basic Email administration.

- Basic TCP/IP troubleshooting.

- Software and hardware procurement, including vendor relations as well as purchase order and invoice processing.

- Understands software licensing and maintenance agreement renewals.

Physical Requirements

- Operates office equipment such as a computer, telephone, copier, etc.

- Indoor, office environment.

- Ability to lift a minimum of 40 pounds.

- Ability to drive occasionally as needed.

- Ability to sit for long periods of time.

- Requires frequent sitting, standing, walking, bending, and reaching.

Other Requirements

- Must have and maintain a valid Texas driver's license.

- Provides backup coverage for Help Desk Support 1 & 2 functions.

- Ability to work after hours and on weekends as required for projects and on-call support.

- Ability to work from home when required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.