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IT Helpdesk Support in Houston, TX at Select Energy Services

Date Posted: 7/12/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Houston, TX
  • Job Type:
    Corporate
  • Experience:
    Not Specified
  • Date Posted:
    7/12/2018

Job Description

Business Unit: Corporate

 

Summary

As a Helpdesk Support Specialist, you will be responsible for being the primary IT contact and providing IT support to all employees. This includes support for local end users, remote support via phone or remote management software. The Helpdesk Support Specialist will perform various IT-related functions such as installation and support of hardware and software, PC setup and deployment, creating and assigning helpdesk tickets as well as utilizing other helpdesk support applications.

 

Essential duties and responsibilities

  • Open, monitor, track and close incoming emails and phone calls to the Help Desk
  • Perform first-level diagnosis for customer issues
  • Provide front-line advice to end-users on software and hardware-related problems
  • Work in a fast paced, team oriented environment as well as provide superior end user/customer service
  • Setup and repair desktops and laptops

  • Ensure all required software and hardware is installed on desktops/laptops prior to field and corporate office allocation

  • Ensure a prompt turnaround on all approved SNURF (Select New User Request Form) requests provided the equipment is in stock

  • Assist and work to resolution all technical issues/questions impacting the Select Energy Services IT footprint and network

  • Manage customer communications and set appropriate expectations
  • Prioritize numerous issues of varying severity and effectively manage the resolution of all issues within accepted service levels
  • Become knowledgeable of current IT environment and systems with the ability to adapt to new technologies 
  • Follow service desk policy, process and procedures in resolving complex issues
  • Improve and enforce existing (or develop new) service-related processes and procedures and make appropriate recommendations to management
  • Ability to work in a SOX (Sarbanes Oxley) process/procedure driven environment
  • Install, configure, upgrade, inventory, assign, monitor and maintain hardware allocation, including: desktops, laptops, networked printers, scanners, video cards, NICs, Wi-Fi cards, switches, etc.

  • Install, configure, upgrade, image and maintain Windows operating systems as well as Windows PC applications
  • Basic understanding and ability to troubleshoot IT peripherals such as network printers and  wireless access points
  • Working knowledge of remote network user access applications, Citrix and Remote Desktop
  • Activate and support iPhone and Android devices

  • Ability to perform account administration and password resets
  • Primary support for the tracking/ticketing system (Manage Engine: Service Desk) in order to service and status new end user hardware/software request as well as issue tracking and resolution

  • Perform other technology support duties as assigned

 

Qualifications

  • Experience in desktop support, IT concepts and hardware/software troubleshooting

  • Ability to work with local as well as remote end users

  • High school diploma or GED required; Bachelor’s degree preferred
    Demonstrated customer service skills and ability to translate technical solutions to non-technical end users

  • Written and verbal communication skills.
    Proven ability to think and troubleshoot logically, and act decisively in critical situations

Physical Demands

  • Ability to lift up to 50 lbs.

  • Manual dexterity to operate specialized equipment

  • Ability to hear telephone conversations and speak clearly

  • Needs high degree of concentration in a busy area

  •  

Work Environment

Must be willing to travel on occasion

 

Thank you for your application.