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Support Technician

TX, Houston Permanent (Full-Time)

Crystal was born and raised in Texas. She graduated from Smithson Valley High School and moved to San Angelo, Texas, where she attended Angelo State University. She graduated from ASU with a degree in early childhood education. Crystal is the wife to her amazing husband and mom to two beautiful children. She loves watching her daughter do what she does best, sing, dance and perform on stage. She also adores watching her son become a young gentleman, and a leader in karate. She is energetic and a self-motivated individual that strives to reach and surpass goals. She loves building relationships and living by the motto “Give life your best shot”!

Recruiter :
Crystal Pounds

Crystal Pounds
Provides troubleshooting and technical assistance and support for incoming requests from customers and end users pertaining to software, computer hardware, systems, mobile devices, printers, and other devices using ticketing system for tracking and documentation and for adherence to SLAs.
  • Troubleshoots and resolves common internal/external serviced applications, software, hardware, etc.
  • Provisions network access and password resets in all applications administered by IT Services
  • Gathers pertinent details and assigns/escalates tickets to the appropriate level of support
  • Processes network access setup for new employees/non-employees
  • Performs software installation on computers and provides technical assistance for software upgrades
  • Provides front line support for mobile devices, laptops, computers, printers, etc
  • Navigates and utilizes helpdesk processes & procedures
  • Utilizes intra-departmental resources to achieve competent and proficient skill level with standard IT systems and IT industry practices
  • Execute 1st attempt to solve the Service Calls
  • Accept & registers Service Calls
  • Classify Service Calls according to the specified options
  • Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
  • Escalate to the appropriate management level when thresholds are violated.
  • Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
  • Manage the entire service request process ensuring adherence to SLA
  • Able to understand and accept that the Customer's issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field
  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists
  • High School Diploma or GED, Associate’s, Bachelor’s Degree or Technical Certification in related field preferred.
  • Thorough knowledge of troubleshooting remote access issues
  • Technical helpdesk or technical call center experience
  • Hands-on work experience with some or all of the following: Windows, Windows Server, Active Directory, O365, MS Project, and MS Visio, Explorer, Chrome, Firefox, VPN and remote dial-in users
  • ITSM ticketing tools such as Remedy, Client Service Center, Connectwise, etc
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows
Organized, process oriented, problem solver, listens to understand, time/self-management, prioritization, others/customer-focused, team player, articulate (oral & written communication), diplomatic, patient, professional, polite

Referral reward: $0

IT/Technology > IT/Technology Infrastructure

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