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Service Desk Engineer - Irving, United States - Alleare Consulting

Alleare Consulting Irving, United States

4 weeks ago

Description

Service Desk Engineer

6+ Month Contract

Irving, TX

We have an exciting new job opening for a Level 2 Service Desk Engineer. This individual will work on-site at our global client s North American headquarters in Irving, Texas. Under the guidance and direction of the IT Service Desk Manager, this position will be responsible for providing both level 1 and level 2 phone support solving technical problems that arise within our user community.

RESPONSIBILITIES

Provides primary 1^st tier phone support
Provides primary 2^nd tier phone support
Provides backup support for unscheduled system status updates
Provides input/suggestions for updates to knowledge base article
Ensures personal phone is logged out at the end of the day (last analyst out checks queue to ensure that all analyst are logged out)
Attends staff meetings
Provides primary support for self-service processing
Reads and adheres to all KB Articles, SOP, and other critical communication updates & additions through received email/
Utilizes all Service Desk resources (Internal/External website, KB Articles, SDE action steps, Tier 2, SME, Team Leads)
Answer customer ACD calls according to established processes and procedures
Strive to meet or exceed expected performance goals consistently
Knowledge of O365, WIN 10, TEAMS
Identity Access Management Tools
Network Monitoring Tools

REQUIREMENTS

5+ years of Service Desk experience
Experience with Microsoft Office 2010/2013, Office 365 is a plus, Windows 7, Windows 10, Citrix Environment, ITIL Foundations Support and Delivery processes is a plus, Understanding of SLA s and KPI s, TCP/IP, VPN, and other desktop support utilities
Experience meeting first call resolution, abandoned rate, average talk time and other key performance metric goals and objectives
A unique blend of skills and aptitude capable of maintaining a positive and professional attitude in what can be a sometimes stressful environment. IT Service Desk Tech II s will address the full spectrum of support issues presented to them with little frequency of escalation
Excellent communicator, both written and verbal
Exceptional soft skills that convey a sense of trust, competency, control and ownership with all customers
Active Directory administration
PC hardware and peripherals troubleshooting

**To view all of our open positions, please visit our Alleare Consulting website.

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