Help Desk Agent - Houston, TX

TITLE: Help Desk Agent

LOCATION: Houston, TX onsite

POSITION REPORTS TO: Service Desk Manager

SCHEDULE:

• Monday through Friday. 7:30 am to 4:30 pm
• Occasional overtime and weekends required
• Optional 9-80 work schedule with every other Friday off

WAGES: Commensurate with skills and experience

RESPONSIBILITIES

• Directly support PC software, hardware, and mobile devices.
• Coordinate support and troubleshooting for network and telecom problems and outages.
• User account administration for Active Directory, SAP, and other applications

• Mobile device support for MDM and Email
• Cisco phone setups and changes
• Meraki network troubleshooting
• Print server administration
• Office 365 exchange account administration and email troubleshooting

• Prioritize and resolve requests received and document resolutions in ticket system.
• Remote user assistance for field users and about 18 remote office locations in the gulf region
• Learn current service desk processes and assist in creating new procedures.
• Participate in 24 / 7 weekly on call rotation (to start after an acclimation & training period)
• Other duties as assigned by the Service Desk Manager

BASIC REQUIREMENTS

• 2-3 years in a technical support role, or a combination of experience and education
• Ability to research incidents, diagnose problems, and communicate and implement effective solutions
• Proficiency required in:

• Microsoft Office 365
• Active Directory and user administration
• PC hardware troubleshooting
• Basic network troubleshooting




• Experience in the following preferred:




• Writing procedures and documentation
• Microsoft System Center Configuration Manager
• Cisco Unified Call Manager
• Office 365 Sharepoint and Onedrive




• Professional demeanor, friendly presence, and helpful attitude
• Excellent oral and written communication skills
• Integrity and respect for confidential information
• Flexibility to adapt to a changing and growing environment
• Ability to lift up to 50 pounds
• Must live within a 30 minute radius of the office