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Senior Service Desk Specialist (Houston, TX)

The Friedkin Group

This is a Contract position in Sugar Land, TX posted March 25, 2021.

SUMMARY Responsible for providing technical assistance and support related to computer systems, hardware and software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solutions. The position may also handle New Hires, Separations, and Transfers. RESPONSIBILITIES* Provide first and second level IT support via phone or tickets to all onsite and remote end users on all PC, network, phone and general IT related issues during normal business hours.* Work with knowledge experts across IT teams to coordinate the resolution of Incidents and Service Requests, while keeping customers updated on ticket status.* Provide after-hours support on emergency issues.* Provide single point of contact for all level 1-2 support issues.* Initiate escalations, as appropriate, to ensure management awareness of problems that are severe in nature.* Provide 1 on 1 user consultation for standard and simple problems with training on IT solutions.* At times, may assist Desktop team with installations of standard PCs and peripherals including imaging, desk/mobile phone deployment, printer and other IT related items.* Perform job duties in compliance with Service Level Agreement.* Assist with Onboarding and Off boarding (New Hires, Separations, and Transfers).* Work on various projects as assigned to assist and then cross train other team members.* Primary responsibilities are answering phones with on call after hours as well.* Active Directory and Office 365 ID creations, changes and deletions.* Create and maintain Knowledge Base documentation in ServiceNow.* Attend Service Desk team meetings as well as 1 on1 meetings with the Service Desk Manager.* Ensure all tickets are reviewed and properly acted upon before end of work day.* Other duties as assigned. QUALIFICATIONS Requires a Bachelor’s Degree and at least 3 years of experience or equivalent combination of education and/or experience. The successful candidate will be a self-starter with excellent communication skills, both written and verbal, and excellent customer service skills. The candidate will be proficient in PC hardware, software (Windows 10/MS Office), basic networking, mobile devices and Active Directory. The following qualifications are preferred, but not required:PREFERRED* CompTIA A+ or equivalent* CompTIA Network+ or equivalentREQUIRED* Microsoft Certified Professional* ITIL Service Management experienceTo perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.PHYSICAL REQUIREMENTSThe physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the work day; and frequently access, input, and retrieve information from the computer and other office productivity devices. The associate is regularly required to move about the office and around the corporate campus. The associate is occasionally required to travel to other sites, including out-of-state, where applicable, for business. The associate must frequently move up to 10 pounds and occasionally move up to 25 pounds.WORK ENVIRONMENTThe work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. While the job is generally performed in an office environment, the associate is occasionally exposed to wet and/or humid conditions, areas in which moving mechanical parts, fumes, toxic or caustic chemicals are present, and outside weather conditions. The noise level in the office environment is typically quiet, but the associate may be occasionally exposed to loud noise levels. TRAVEL REQUIREDMinimal travel is required for this position (up to 20% of the time and on a domestic basis).*Legally authorized to work in the United States, without sponsorship.The Friedkin Group and its affiliates are equal opportunity employers and maintain drug-free workplaces by conducting pre-employment drug testing.#LI-EC1Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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