Help Desk Support Technician

The Help Desk Support Technician position will give you a broad foundation on which to build your career. Once initial job training is complete, additional training and advancement opportunities are available for self-starting individuals wishing to excel. If you are the kind of person who loves to “tinker" and learn new technology, we want to talk with you! As a Help Desk Support Technician, you will be part of a DataVox’s Managed Services team who provides Level 1 remote technical PC hardware and software support for our clients. You will remotely respond to end-user calls/trouble reports and provide top-notch service and support to troubleshoot the nature of the problem and take the necessary course of action to resolve it.

DataVox Business Summary:

Established in 1988, DataVox offers businesses the convenience of working with a single advanced technology partner. DataVox designs, implements and supports all aspects of an organization’s phone system, network infrastructure, data center, structured cabling, audio visual and physical security systems. Headquartered in Houston, Texas, DataVox has over 200 employees and serves over 7000 customers. Our award-winning customer service team is here to support your organization 24 hours a day / 7 days a week.

• Six-Time Winner, Award of Excellence: Winner of Distinction, Houston Better Business Bureau
• Recipient of Houston Better Business Bureau 2014 Pinnacle Award, the BBB’s highest honor.
• Headquartered in Houston, TX with a state of the art technology showcase and customer demonstration suite.

Job Functions & Responsibilities:

• Assist Network Technician and Network Services Manager with all ticket requests, customer calls and troubleshooting
• 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
• Building and configuring PCs and laptops as well as loading software, and conducting audits for unlicensed software
• Building and administering servers
• 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
• Build, upgrade, deploy, test, maintain, troubleshoot and repair computer equipment/peripherals including desktops, laptops and printers
• Familiarity with encryption and security tools and triaging within this environment
• Install, upgrade, deploy, test, maintain and troubleshoot software applications and Operating systems, including Windows and Mac OS X
• Knowledge of PC hardware/peripherals, Microsoft Office application software, Windows desktop operating systems and basic networking fundamentals are required
• Provide support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco telephony
• Communicate call trends and challenges in daily team meetings
• The ability to take on small projects from start to finish
• Keep Knowledge Base and process documentation up-to-date
• Work closely with the team to resolve or properly close aging tickets
• Manage the individual and ticket queue for the team
• Ensure the highest level of customer satisfaction

Education & Qualifications:

• Associate’s or Bachelor's degree in Computer Science, IT, Engineering, Science or a related field is a plus
• 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
• A+, Network+, HDI certifications are all pluses
• Experience with MS Outlook/Exchange is preferred
• Familiarity supporting VPN issues
• Familiarity with wired and Wi-Fi Networking bound to Windows Active Directory
• Familiarity with AD, Software Distribution Systems, and related technologies
• Experience with RMM tools is preferred
• Good verbal and written communication skills
• Desire to take advantage of training and learning opportunities
• Ability to function effectively in a fast-paced environment
• Independent, self-starting attitude
• Hands on experience with PC operations is preferred

Skills and Specifications:

• Self-starter
• Passionate about providing excellent customer service and follow-through to completion
• Good problem solving, diagnosis and troubleshooting skills
• Ability to communicate technical issues in non-technical terms
• Ability to work independently and within a team

Benefits:

• Medical/Dental/Vision/Life/STD
• 401K
• Vacation / Sick / Holiday Pay