Help Desk/Desktop Support Specialist

Location: Houston, TX
Date Posted: 02-01-2018
Technical Support Specialist (Contract to Hire)

We are currently hiring a Technical Support Specialist. This position will be based at our client’s corporate office, which is located in NW Houston.
 
Daily responsibilities are to provide technical support to the user community by working on the IT Service Desk answering and responding to telephone calls for service and support from customer employees and contractors, as well as responding to on-site customer employee service requests.
 
Hours will be:
  • Mon through Thursday 2pm-11pm
  • Sat 3pm-12am
  • Sun 3pm - 12am
Responsibilities:
  • Provide exceptional customer service and technical support for corporate and boutique users.
  • Troubleshoot hardware, software and PC operating system issues.
  • Identify network/applications issues, including maintaining network security software and ensuring that it is up to date at all times.
  • Provide detailed information on how to set up/configure data and point-of-sale hardware.
  • Use various administrative tools and on-line resources for customer resolution.
  • Use trouble ticket system for detailed tracking of customer interactions and problem resolution.
  • Provide first level support for telecommunications problems for boutique and corporate users; including billing issues.
  • Provide first level support for internet problems for boutique and corporate users; partner with third party vendors as needed to resolve problems.
  • Provide on-boarding and computer training for corporate users.
  • Assist in technical aspect of the New Boutique Opening process.
  • Maintain and create new hire/promotion/termination of new users for corporate and field users; maintain proper process with Human Resources and department heads.
  • Evaluate customer concerns and resolve problems to customer satisfaction.
  • Help support equipment for corporate office users.
  • Demonstrate and practice the skills necessary to handle any customer service and/or Technical Support call type that is routed through the center in this function.
  • Follow up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.
  • Complete courtesy calls as assigned by supervisor.
  • Participate in special projects as assigned by supervisor.
Qualifications:
  • Minimum of 12 months customer service experience required
  • Minimum of 12 months in a technical support/help desk role required
  • Experience in a retail environment a plus
  • General computer and networking background
  • Proficient in Microsoft Word, Excel, PowerPoint, Outlook and Adobe Acrobat
  • Excellent written and verbal communication skills
  • Self-motivated and enthusiastic team player
  • High level of confidentiality
  • Excellent organizational, planning and priority setting skills
  • Ability to interact in a courteous, helpful and professional manner
  • Functions well in a fast-paced work environment
  • Ability to multi-task and work well under pressure
  • Must have ability to work varied shifts as requested by supervisor
  • Aptitude for Technical skill building
 Education:
  • Technical certifications relevant to job requirements a plus.
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