Service Desk Technician

HighPoint Technology Group is a leading Houston area managed services provider with operations in 23 States.  Our customer first philosophy and efficient, automated processes are what differentiate us from our competition.  We are seeking highly motivated, positive attitude, and highly technical IT talent to help our booming business grow.  

Service Desk Technicians are responsible for taking inbound inquiries via telephone, email or other channels, creating tickets, triage and routing of requests and resolution of common technical issues. Service Desk Technicians work on shift base schedules which can be up to 12 hours per day depending on the type of shift. Applicants should be advised that schedule changes can occur on a temporary or permanent basis based on business needs.

Responsibilities and Duties

The Service Desk Technician will be responsible for:

• Resolving or routing incoming technical inquiries
• Communicating ticket status updates with end users
• Understanding multiple customer environments and executing processes based on their specific systems and policies
• Performing a debrief at the end of each shift to transition open tickets to the next technician
• Getting a debrief from the previous shift's technician on the status of open tickets being transitioned
• Ensuring all customer inquiries are responded to as quickly as possible
• Identifying, researching and resolving technical customer issues
• Installing desktop software, performing remote troubleshooting and assisting engineers with technical tasks
• Installing Windows OS and other applications as part of Make-Ready responsibilities for new or re-built workstations / laptops for deployment / re-deployment

Qualifications

The following qualifications are most desired for incoming applications:

• a "Customer is King" attitude and willingness to do whatever it takes to ensure customers and end users are 100% satisfied on every interaction
• a minimum of two years of IT support experience, preferably for a Managed Services Provider (MSP)
• a rabid desire to learn new IT functions including servers, virtualization, networking and other core IT systems
• detail oriented notes taker
• excellent verbal and written communications skills over the phone and via email correspondence
• a rapid pace of work
• ability to switch from one task to another without needing to mentally re-adjust
• excellent listening skills
• timeliness, attentiveness and consistent attendance

Skills

• installation and troubleshooting of software applications
• installation and troubleshooting of Windows 7 and Windows 10 Professional
• knowledge of printer issues, troubleshooting and print spool repair
• installation and troubleshooting of major application patches
• administrative knowledge of Office 365 is a plus
• knowledge of Active Directory is a major plus
• experience with ConnectWise or major IT ticketing system is a plus
• experience with remote administration software is a plus
• ability to follow instructions precisely and consistently is a must

Benefits

HighPoint Technology Group offers major medical, vision and dental insurance, access to online training and development programs, discretionary paid time off for vacation and sick leave and 9 corporate Holidays. NOTE:This position may be required to work on specific holidays depending on the rotation schedule.

All application information will be kept confidential according to EEO guidelines.