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Helpdesk Representative in Fort Worth, TX at AZZ Inc.

Date Posted: 5/18/2018

Job Snapshot

Job Description



Subsidiary:

AZZ Inc.



General Description:

Under direct supervision, the Helpdesk Representative serves as first point of contact to users experiencing any problems with either PC, server, mainframe applications, or hardware. Provides the highest level of customer service by answering the service desk incoming calls, tracking all information in a call tracking system and utilizing knowledge base tools to resolve tier 1 service tickets. Ensures that all phases of service desk support are properly coordinated, monitored, logged, tracked and resolved appropriately.  Reports to the Service Desk Manager.     



Education, Certifications, Licenses & Registrations:

High School Diploma with focus on Information Technology. Anticipating certification in entry-level technical support certification (e.g. A+ or CCNA) and intermediate-level certification (e.g. N+ or CCNP) within 6 months of hire date required.



Experience:

1 year of experience or equivalent combination of education and experience required. 



Specialized Knowledge and Skills:

Basic understanding in configuring and supporting Windows OS (7, 8.x, 10) and small to medium networks (LAN / WAN through both wired and wireless environments).  Basic understanding in installing and supporting the following: desktop/laptop hardware and peripherals, Microsoft Office products, and Adobe products.



Essential Duties:

  • Responds to user questions and inquiries via telephone, email, web and other communication methods defined by the Service Level Agreement (SLA).

  • Enters, assigns and monitors service requests through service desk ticketing system.

  • Establishes priorities on service requests based on service desk and departmental guidelines and procedures.

  • Documents problem tickets into service desk ticketing system.

  • Logs all service desk tickets using the defined tracking software; follows standard service desk operating procedures.

  • Provides technical support and solves the basic and routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software.

  • Provides administrative support to the Service Desk department.

  • Provides customers with a quick resolution and high level of satisfaction to include achieving internal SLAs.

  • Ships and receives displays, computers, network equipment, and related materials as necessary.


Work Environment:

Primarily indoors, air conditioned environment.  Must be able to tolerate loud and/or constant noise.  Some work in manufacturing settings.



Physical Demands:

Majority of the time is spent sitting, some standing, walking, stooping, reaching, and bending. Must be able to bend, stoop, reach repetitively for extended duration, and bend both knees, arms, and carry hardware.  Must be capable of lifting and moving computer hardware.  Must be able to see at close range, and perform repetitive hand/arm motions.



Schedule:

Full Time



Travel:

Up to 10% to perform installations, conduct maintenance calls and/or train staff members on IT related services, software and hardware.