Help Desk Tech in Fort Worth, TX at AZZ Inc.

Date Posted: 10/25/2019

Job Snapshot

Job Description

JOB SUMMARY

Helpdesk Technician provides first level end-user technical support for computer hardware, software, telephony, networks, and related technologies. Support includes delivery of formal and informal training; software installation and configuration; data backup and restoration; installation and testing of new equipment; repair and/or refurbishment; answering questions; using diagnostic tools and processes; engaging and coordinating other teams as appropriate.

ESSENTIAL DUTIES AND RESPONSIBILITIES

- Clearly communicate technical subjects and instructions to non-technical audience both in person and over the phone.

- Manage user requests for support within time constraints defined by a service level agreement (SLA).

- Document, research, identify, and attempt to solve technical problems on initial call and/or triage where appropriate for resolution.

- Give users a feeling of personalized service and a quick and thorough resolution.

- Perform basic technical support on endpoints (e.g. hardware, configuration, network connectivity, security, VPN, Terminal Services).

- Perform general maintenance tasks; troubleshoot and repair computer systems and peripheral equipment throughout the organization.

- Escalate service requests with management, vendors, and more senior technical resources as necessary to resolve problems

- Image desktop and laptop computers.

- Ships and receives displays, computers, network equipment, and related materials.

- Manage inventory of replacement parts, equipment, and software licenses

- Use an ITIL based work order tracking system

- Plan and manage travel to field offices for onsite maintenance

- Follow standard policies and procedures where documented

- Inventory and securely destroy decommissioned data storage devices

- Produce training materials and teach users in person and using remote collaboration tools

SUPERVISORY RESPONSIBILITIES

No formal supervisory responsibilities in this position.

EDUCATION and EXPERIENCE

Two-year Associates degree required

3 years of experience in an end-user technical support role with more than 500 Windows workstations

Equivalent combination of education, certification, and experience is acceptable

CERTIFICATES and/or LICENSES

1 Entry-level technical support certification (e.g. MCSA, A+, CCNA)

COMPETENCY SUMMARY

- Completes assignments on or ahead of schedule and accomplishes assigned work in an organized, timely manner.

- Maintains a level of productivity that is sufficient to accomplish assigned tasks.

- Completes tasks with minimal of errors.

- Reports to work on time and communicates schedule changes promptly to supervisor.

- Applies knowledge, skills, and abilities to progress team goals.

For a complete list of competencies, please see the performance management system.

OTHER SKILLS and ABILITIES

Knowledge in configuring and supporting Microsoft Windows, Apple iOS, small to medium networks (LAN / WAN both wired and wireless), common desktop/laptop hardware and peripherals, Office365, Microsoft Office suite, and Adobe software.

Approximately 10% airline and car travel

Adept at reading, writing, and interpreting technical documentation and procedure manuals

Highly self-motivated and self-directed

Proven analytical, critical thinking, and problem-solving abilities

Better than average written communication skills