Helpdesk / Desktop Support

For quick consideration apply hereBuchanan Associates is currently seeking several self motivated, high energy and customer oriented individuals. Here is a position overview:GENERAL SUMMARYThis position will be the primary contact point for all client employees in regards to system support and problem solving. Responsible for recording and tracking of all reported problems and requests. Perform necessary troubleshooting and analysis to provide resolutions to technical and business problems. Work closely with other IT groups as required to obtain solutions to customer problems and requests.PRIMARY DUTIES AND RESPONSIBILITIES• Provide timely and courteous telephone, email, walk-up, and on-site support for PC workstation customers, as required. • Provide enhanced level of support to Executive level staff and other client employees. • Consistently log, document, and assign all reported problems and requests in problem management system per Standard Operating Procedures (SOP) and other defined processes. • Identify and implement procedural and process improvements. • Track ticket closures and escalate to appropriate IT management when service levels are compromised. • Proactively call back and validate customer satisfaction on closed calls and communicate any issues to IT management. • Perform analysis of reported system problems, identify service call patterns or trends, and recommend solutions to address root cause of failure or escalate to the appropriate department as necessary. • Assist in coordinating the resolution of applications/software systems impacting production activity. • Actively contribute to and utilize internal and external knowledge sources to assist in determining resolutions to problems and provide solutions to others. • Use provided Remote System Management tools to analyze and correct desktop problems. • Build, configure, install, test, and support PC workstations, peripherals, and handheld devices such as PDAs. • Troubleshoot, analyze, and resolve technical problems encountered with production PC workstations, peripherals, and handheld devices.Requirements:• 4 year college degree – preferably in computer related field • Minimum 4 years experience in information processing • Knowledge of all Microsoft products required • Knowledge of networking and PC Hardware required • Must have excellent customer service and communication skills and the ability to work in a team environmentDesired Skills:• UNIX experience a plus • Help Desk certification a plusFor quick consideration apply here Location:   Irving, TX Status:   Full Time Job Category:   IT/Software Development Career Level:   Experienced (Non-Manager) Reference Code:   TX2558