Help Desk Technician (Dallas/Fort Worth)
Location: Fort Worth, TX
Operations
DataVox is searching for a talented Helpdesk Technician to join our Managed Services team in the Dallas-Fort Worth Metroplex.
- Do you have experience providing high quality, professional support on hardware & software issues?
- Are you able work independently and possess great troubleshooting skills?
- Do you have a deep understanding of concepts related to Microsoft servers, domain, workgroup, networking hardware and peripherals?
- Diagnose problems via phone, email & on-site through troubleshooting skills, logic, research, and isolation steps
- Resolve complex hardware & software issues in a timely manner by performing research independently
- Record all client inquiries, from initial call to incident resolution in Ticketing system
- Perform on-site troubleshooting of hardware, network, & software
- Perform new software/hardware installations, configurations and upgrades
- Build and deploy workstation images using RMM software
- Configure, maintain, & create workstation backups using backup tools
- Install, Configure & Support MS Office Products including Outlook
- Install and configure Broadband Internet modems, internal LAN Routers, Switches, NAS devices & WIFI
- Use RMM software to diagnose to perform automation, troubleshoot & resolve issues
- Assist customers in gaining access to various systems and servers
- Responding to associate service calls to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems
- Exchange/Outlook Support and Active Directory support
- Ability to troubleshoot software, hardware and connectivity issues remotely
- Ability to understand & articulate root cause on customer issues
- Work closely with the team to resolve or properly close aging tickets
- Manage individual queue of tickets and respond, document, and close in a timely manner.
- Ensure the highest level of customer satisfaction
- 5+ years of providing desktop support with some in Level 2 or System Admin
- 2+ relevant professional certification (HDI-DST, MCSA, CompTIA A+)
- Degree in related field or equivalent
- Use of RMM software/backup/imaging software/ticket system
- Use of imaging & backup software
- Associate’s or Bachelor’s degree in Computer Science, IT, Engineering, Science or related field is a plus
- 5+ years of Desktop Support experience
- Must have 1+ year of experience providing Help Desk support
- 1 year of desktop-based hardware support experience with Mac OS X and Windows 7
- Ability to lift 50 pounds
- Ability to work well under pressure, multi-task, facilitate solutions, and meet deadlines and milestones for projects as assigned
- Excellent oral and written communication skills, including the ability to interact with people at various levels
- Knowledge and experience of troubleshooting and setup of computer hardware.
- Ability to perform advanced troubleshooting of network devices & peripherals
- Some experience working with Active Directory Server 2008/2012
- Experience installing, troubleshooting, configuring, updating and maintaining Windows OS
- Self-motivated with the ability to follow directions, complete time-sensitive tasks and meet deadlines with minimal supervision in a fast-paced, high stress environment
- Clear theoretical understanding of networks, including LAN/WAN/VPN, routers, switches, servers
- Networking Experience in troubleshooting connectivity issues, DHCP, DNS
- Experience removing viruses/malware/spyware & prevention
- Strong planning and organizational skills, with the ability to document processes and procedures
- Passionate about providing excellent customer service and follow-through to completion
- Medical/Dental/Vision/Life/STD
- 401K
- Vacation / Sick / Holiday Pay
DataVox is an equal opportunity employer. We expressly prohibit discrimination based on race, religion, color, sex, age, national origin, pregnancy, sexual orientation, disability or military status. The company complies with applicable laws governing non-discrimination by state and locale.