Help Desk Technician - Level 2
Pros. - Houston, TX

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The Help Desk Technician - Level 2 must have worked in an IT environment with daily exposure to ticketing systems and experience with a variety of IT technologies. This person must be well organized, enjoy the challenges of supporting a fast paced corporate environment, and able to work independently with minimal supervision. Candidate must function under pressure while remaining flexible, proactive, resourceful and efficient, with a high level of professionalism.

Responsibilities:
  • Provide timely, efficient, and friendly service to all end users.
  • Answer and resolve incoming user requests via phone, email, walk-up or ticketing system.
  • Provide help desk support for onsite and remote employees.
  • Work with IT groups to roll out hardware and software upgrades.
  • Analyze and resolve PC hardware, software, network, and other technical issues.
  • Maintain detailed documentation of each service call in ticketing system.
  • Keep accurate inventory of IT assets, such as computers, peripherals, and software.
  • Actively review systems and processes for improvement and make recommendations.
  • Develop and implement IT best practices and procedures.
  • Actively participate or lead the selection and implementation of business solutions.
  • Participate in 24x7 on-call rotation.
  • Other duties as assigned.

Requirements:
  • 3+ years of corporate IT help desk experience.
  • Extremely customer service focused.
  • Ability to work without direct supervision.
  • Sense of urgency with the ability to take ownership of given responsibilities.
  • Highly motivated, goal oriented, and ability to meet deadlines.
  • Ability to efficiently multi-task with attention to detail.
  • Excellent verbal and written communication skills.
  • Ability to support Windows XP/7/8, Linux, Mac OS.
  • Experience with Active Directory, PC imaging solutions, anti-virus software, and Microsoft Office.
  • Local and network printer setup and troubleshooting.
  • Ability to troubleshoot desktop and laptop hardware issues.
  • Experience with troubleshooting computer networking.
  • Ability to lift 40 pounds.

Preferred:
  • PowerShell or other scripting technologies
  • VMware
  • Microsoft SQL Server
  • Oracle
  • Microsoft Exchange

About this company
SmartPros Ltd. (SmartPros) provides learning and training solutions for professional markets, including accounting/finance, legal,...