Associate Help Desk Specialist

Houston, TX

Onsite  -  IT - Technical Support / Help Desk  -  Contract  -  Job ID: 24-07718

Title: Associate Help Desk Specialist
Location: Houston, TX 77064
Duration: 6 month contract 
Work Requirements: US Citizen, GC Holders or Authorized to Work in the US

  • 100% on-site 
  • MUST be available to work Weekends, Holidays & Overtime
  • TEMPORARY POSITION( 6 months) 

The Support Center Specialist will provide customer service-oriented technical support to customers efficiently and accurately. You will have exceptional phone etiquette when interfacing with customers as the front liner, and you will solve basic and complex technical problems in all assigned areas for the organization. This includes providing support for requests made primarily over the phone but also via email. The role also requires assisting with IT projects and sharing resolutions with team members.

Proven ability in the following responsibilities:

  • Provide first-level contact and convey resolutions to customer issues in an effective manner.
  • Utilize excellent customer service skills and exceed customers' expectations.
  • Ensure proper recording, documentation, and closure in the ITSM system, Remedy preferred.
  • Properly escalate unresolved incidents to the next level of support with a detailed description of the issue.
  • Updated customer data and produced activity reports for management.
  • Respond to phone and e-mail inquiries that are placed to the Support Center, and directly interact with end-user customers to resolve local and network-related issues.
  • Troubleshooting and diagnosing of hardware, software, and connectivity issues for end users.
  • Work with other IT groups to roll out hardware and software upgrades; implement new equipment and services; assist with new product testing and special projects.
  • Analyze and resolve moderately to complex PC hardware, software, system access, network, and other technical issues.
  • Perform end-user operation/procedure training and/or documentation.
  • Follow up with end users to ensure problems are resolved successfully and satisfactorily.
  • Track the status of all ongoing issues and escalate to management as appropriate.
  • Document and update written knowledge base policies and procedures.
  • Be able to manage a heavy caseload and respond to user requests in a timely fashion.
  • Work a flexible schedule; provide off-hours support on an on-call basis.
  • Walk customers through the problem-solving process.
  • Follow up with customers, provide feedback, and see problems through to resolution.
  • Preserve and grow your knowledge of help desk procedures, products, and services.

Requirements:

  • 3 Years of proven working experience in providing Help Desk support
  • Maintain a high first-contact resolution percentage.
  • 3 Years experience supporting and troubleshooting connectivity to networks.
  • Working knowledge of ITSM system, remote control software, Windows 10/11, Office 365.
  • Experience with remote support through Citrix, and VPN.
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Excellent customer service orientation and service
  • Microsoft Certifications, A+, or other relevant IT Certifications.
  • MUST be available to work Weekends, Holidays & Overtime.

Our benefits package includes:

  • Comprehensive medical benefits
  • Competitive pay, 401(k)
  • Retirement plan
  • …and much more!

About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.
 
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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