She Recruits, LLC
Service Desk/Help Desk - Hybrid
She Recruits, LLC, Plano, Texas, us, 75086
Job Title: Service/Help Desk
Location: Plano, TX area
Salary: 65k-80k
Service Desk is the first communication clients have for obtaining technical support. The Service Desk Engineer (SDE) is responsible for providing reactive remote support for clients that rely on IT to perform their jobs. SDEs must quickly respond and resolve varying Desktop, Network and Server Support client service. SDEs must work within the reactive services framework of the Service Desk Department. This established framework defines reactive services methodology and processes, along with customer service communication and performance standards.
Position Functions:
Provide remote end user support for managed services clientsRespond to service requests, incidents and problems received via phone, email, chat or client portalPrioritize tickets based on client and severity (business impact). Set expectations with great communication and empathy to create an excellent client experienceTake direction from the CSR/Service Desk Coordinator relative to priority and service escalations and quickly respond to overflow service desk callsEffectively escalate urgent service issues to the CSR/Service Desk Coordinator and service team membersProperly identify and assign tickets to the appropriate board based on the request typeProvide real time ticket updates to clients in PSA Software, manage assigned tickets and schedules with documented service work and time.Report daily KPI's including # of tickets closed and meet daily targetsAssist with onsite visits and MACD's as neededContinual identification, support and implementation of Process/Change ManagementCreate and maintain technical documentation, process and knowledge base contentIdentify ticket patterns and provide feedback to team to proactively address and prevent future ticketsBecome increasingly proficient with Remote Monitoring and Management (RMM) tools and use of scripting and automation for rapid, efficient issue resolutionParticipate in on-call rotation for after-hours emergency supportResolve all Tier 1 and Tier II Incidents including:Install & troubleshooting virtualization, experience with Hyper-V ideal.Desktop support and user device incidentsNetwork issues including Domain Access, VPN, LAN/WAN/WLAN and device issuesServer support issues including AD and Group PolicyOngoing management of Office 365Assisting Centralized Services with RMM management and resolutions (fixing backup, virus protection, system alert and event log issues, etc.)Vendor Management including application support, print, and phone system triageAccess control and security incident response and remediationDesktop Moves Adds Changes Decommissions (MACDs) including creation and deployment of new images
The Perks
2 days in office (Mon & Weds)
100% company benefits that start DAY ONE
Great culture
Catered lunch for the company every quarter
Location: Plano, TX area
Salary: 65k-80k
Service Desk is the first communication clients have for obtaining technical support. The Service Desk Engineer (SDE) is responsible for providing reactive remote support for clients that rely on IT to perform their jobs. SDEs must quickly respond and resolve varying Desktop, Network and Server Support client service. SDEs must work within the reactive services framework of the Service Desk Department. This established framework defines reactive services methodology and processes, along with customer service communication and performance standards.
Position Functions:
Provide remote end user support for managed services clientsRespond to service requests, incidents and problems received via phone, email, chat or client portalPrioritize tickets based on client and severity (business impact). Set expectations with great communication and empathy to create an excellent client experienceTake direction from the CSR/Service Desk Coordinator relative to priority and service escalations and quickly respond to overflow service desk callsEffectively escalate urgent service issues to the CSR/Service Desk Coordinator and service team membersProperly identify and assign tickets to the appropriate board based on the request typeProvide real time ticket updates to clients in PSA Software, manage assigned tickets and schedules with documented service work and time.Report daily KPI's including # of tickets closed and meet daily targetsAssist with onsite visits and MACD's as neededContinual identification, support and implementation of Process/Change ManagementCreate and maintain technical documentation, process and knowledge base contentIdentify ticket patterns and provide feedback to team to proactively address and prevent future ticketsBecome increasingly proficient with Remote Monitoring and Management (RMM) tools and use of scripting and automation for rapid, efficient issue resolutionParticipate in on-call rotation for after-hours emergency supportResolve all Tier 1 and Tier II Incidents including:Install & troubleshooting virtualization, experience with Hyper-V ideal.Desktop support and user device incidentsNetwork issues including Domain Access, VPN, LAN/WAN/WLAN and device issuesServer support issues including AD and Group PolicyOngoing management of Office 365Assisting Centralized Services with RMM management and resolutions (fixing backup, virus protection, system alert and event log issues, etc.)Vendor Management including application support, print, and phone system triageAccess control and security incident response and remediationDesktop Moves Adds Changes Decommissions (MACDs) including creation and deployment of new images
The Perks
2 days in office (Mon & Weds)
100% company benefits that start DAY ONE
Great culture
Catered lunch for the company every quarter