American Unit Inc is seeking a prospective applicant for “Desktop Support” for an fulltime job opportunities based out at Fort Worth, TX ., with one of our major client.
Please go
through the job requisition in detail mentioned below for your perusal., and
revert back with your/your consultants updated profile at vadali.prakash@americanunit.com
and/or reach me at 469-675-6071 at
the earliest of your convenience., if you are unable to take any assignments
immediately, please suggest your peers and friends who are qualified and
interested to take a job with us immediately.
Position Title: IT Client Support Analyst / Desktop Support
Location:
Fort Worth, TX
Duration:
Full time.
Pay:
$50k pa with benefits.
Position
Summary:
The
IT Client Support Analyst’s role is to support and maintain
in-house computer systems, mobile devices, and all peripherals. This includes
installing, diagnosing, repairing, maintaining, and upgrading all hardware and
equipment while ensuring optimal workstation performance. The technician will
also troubleshoot problem areas in a timely and accurate fashion, and provide
end user training and assistance where required.
Candidate
must be able to identify when escalation of incidents to higher level technical
support professionals is necessary.
Conducts customer/user satisfaction call-backs and closes all resolved
incidents and requests. Facilitates and
carries out communication of service outages (planned and unplanned). Develops and recommends procedures and
controls for incident and problem prevention.
Maintains knowledge database and call tracking database to enhance
quality of problem resolutions. Works in
a team setting, sharing information and assisting others with calls. Provide
some after hour’s emergency support on a rotating schedule.
Other
knowledge that would be helpful to us is to find someone who has some knowledge
working with SCCM, SQL Commands, scripting VBS and OSD image creation.
Essential
Duties and Responsibilities:
- Receives and logs all customer interactions for Incidents and Service Requests.
- Responsible for Tier 2 software and hardware support.
- Acts as an escalation point for advanced or difficult requests unresolved by Tier 1 support.
- Maintain high level of customer satisfaction.
- Creates, changes, and modifies access accounts.
- Supports and adheres to all IT Service Management processes.
- Acts as delegate for the Support IT Client Support Service Manager as needed.
- Assists management in producing metric reports.
- Participate as a project team member on approved projects as assigned.
- Performs other duties as required or assigned.
Educational
and Other Requirements:
- Bachelor’s Degree in a computer related field or equivalent work experience.
- Advanced knowledge of computer hardware, mobile devices.
- Advanced working knowledge of current Windows Operating System.
- Advanced working knowledge of current Microsoft Office Suite.
- Working knowledge of Active Directory / Administrative Tools.
- Experience with Remote support tools.
- Experience with Automated Call Distribution (ACD) phone systems.
- Exceptional communications skills, verbal and written.
- Must have very good phone etiquette.
- Strong documentation skills.
- Must be customer-focused, work well in a team-oriented environment, and provide quality service for the business client. Must pay very close attention to detail.
- Must be available to support 24/7 environment and participate in on-call rotation for after-hours support.
- Position will require a minimum of 40 hours per week unless otherwise directed by supervisor.
Certifications
- CompTIA A+ Certification required
- Microsoft Certified Desktop Support Technician (MCDST) preferred
- HDI Desktop Support Technician Certification preferred
- ITILv3 Foundations preferred
Please be informed: In considering candidates for opportunities time is the ESSENCE, so please respond ASAP.
Have any
questions for me please let me know.
Regards,
Prakash
American
Unit, Inc.
2901 N Dallas Parkway
Suite 333
Plano TX 75093
Phone# 469 675 6071
Fax# 214.889.9666
