IT Helpdesk Support
Date de publication :
10 septembre 2024Taux d'activité :
100%- Lieu de travail :US TX 11525-B Stonehollow, Suite 255
Role Summary:
Provide first line support for IT related incidents and service requests. The IT Helpdesk Support role is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment, providing services over the phone, through e-mail, in person and via self-service.
Duties and Responsibilities:
- Diagnose and resolve Hardware and Software incidents, including Operating Systems (Windows and Mac) and across a range of software applications
- Perform Operating System imaging and software deployment including settings from a customer/offshore site. Troubleshoot and correct workstation deployment issues
- Assist users with logged IT related incidents - providing End-user/client computer support. Accurately record, update and document requests using the IT service desk system
- Take ownership of issues and implement temporary or permanent fixes with the aim of restoring service(s) to the customer as soon as possible
- Escalating incidents to other support teams as and when necessary
- Install and configure new IT equipment and accurately record them in the corporate Asset Management system
- Resolve incidents and upgrade different types of software and hardware, printers, copiers, scanners, cameras and video conference systems
- Maintain an excellent, first-class level (verbal and written communication) of customer service ensuring that all customers are treated efficiently and effectively and in an appropriate manner
- Highly motivated team player with the skills and ability to learn and manage new technologies, applications and their changing priorities
- Create, maintain and publish relevant support documentation in order to assist all employees in the quick resolution of incidents and service requests with the aim to enable users to become more self-sufficient
- Exhibit a flexible approach to working and provide necessary coverage where needed
- Willingness to attend internal training as necessary to keep up to date with the latest technology and internal system processes
- Some Networking troubleshooting and configuration requirements
Required Experience/Qualifications:
- 3 years’ minimum experience working in an IT support role
- Working knowledge of Microsoft Windows 10/11 OS and MAC OS 12+ client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite.
- Experiences in installation and configuration of Windows 10/11 and Mac OS 12 and above in enterprise environment, as well as the support experience and knowledge of M365. MCP level of knowledge an advantage
- Basic knowledge of LAN/WAN (Ethernet TCP/IP etc.) and related experience (mandatory). CCNA-level knowledge is preferred but not essential
- Helpdesk, user support technician/operator experience with laptop, desktop and some server hardware support experience
- Possess and demonstrates strong logical-thinking skill, full of intellectual curiosity and high desire for self-development. Ability to come to the best solution by capturing the big picture instead of focusing only on the minor details/issues which only affect us/clients in the short-term
- Exposure to Active Directory, DHCP, DNS, Microsoft Entra AD, InTune
- Experience using IT Ticketing, Asset Management, Remote Desktop and Desktop/Laptop imaging software
- Previous experience within a customer service role advantageous
- Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing
- Ability to demonstrate practical troubleshooting and problem analysis techniques
- Good attention to detail and ability to show initiative
- Ability to plan and prioritize workload without supervision
- Ability to prioritize, manage and perform under pressure to meet SLAs
- High school diploma or general education degree (GED) required
- Industry certifications an advantage
Core Competencies
- Flexibility and Adaptability: Knowledge of successful approaches and techniques for dealing with change; ability to adapt to a changing environment and be comfortable with change.
- Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
- Teamwork: Knowledge of the necessity and value of teamwork; experience with; ability to work cooperatively towards shared goals and being supportive of others at all levels.
- Help Desk: Knowledge of help desk; ability to appropriately respond and efficiently resolve computer related issues received from employees within an organization.
- IT Service Level Agreements: Knowledge of IT Service Level Agreements; ability to design, develop and utilize formal IT Service Level Agreements with internal and external customers.
- LAN Administration: Knowledge of local area network (LAN) tools and software programs; ability to use administrative systems and procedures for LAN and associated network services.
- PC/Workstation Software: Knowledge of PC or Workstation operating software and utilities; ability to manage the installation, configuration, maintenance and troubleshooting of PC or workstation software for end-users.
- Software Installation and Support: Knowledge of software requirement, testing, networking and security; ability to plan, install, test and change software and software platform providing appropriate technical support with minimal service disruption to the client.
- Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
Universal Competencies
- Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
- Customer First (Non-Customer Facing): Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level.
- Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.
EEO Statement (Americas Only):
GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.