Service Desk Support Tech
Richardson, TX (no relocation)
Founded in 1944, Parsons, an engineering, construction, technical, and management services firm with revenues of $3 billion in 2012, is 100% owned by the Employee Stock Ownership Trust. We conquer the toughest logistical challenges and deliver design/design-build, program/construction management, professional services, and innovative alternative delivery solutions to private industrial customers worldwide as well as to federal, regional, and local government agencies. Parsons is a leader in many diversified markets with a focus on infrastructure, environmental, and defense/security. Currently, more than 11,500 Parsons’ employees are engaged in more than 2,000 projects in 50 states and 25 countries. These dedicated workers speak 82 languages collectively, and hold more than 7,600 college degrees and professional registrations. Parsons' employees continue to go anywhere in the world, meet every technical and management challenge, and persevere until the job is done.
Under direct supervision and with mentoring and guidance, provides remote technical support to end users of Parsons’ workstations, laptops, operating systems, software, hardware, and peripherals. Documents standard questions, request, and incidents reported via phone, email, chat, or instant messenger. May investigate and respond to standard requests for information as well as IT requests, questions, and incidents. Assignments are directed at gaining experience in basic techniques and procedures for handling incidents, requests, and questions arising in the day-to-day use of individual workstations, laptops, operating systems, software, hardware, and peripherals.
Shifts will include quarterly rotating times that may include early mornings, evenings and/or weekends.
Provides remote technical support for Parsons standard configurations of workstations, laptops, operating systems, software, hardware, and peripherals.
Responds to questions, requests, and incidents reported by customers via telephone, email, chat.
Documents and reports all service requests and their outcome, while following standard Parsons procedures and practices for all questions, requests, and incidents reported by customers using an internal ticketing system.
Identify research, diagnose, and remotely resolve issues reported by customers, and may work with other members of the Service Desk staff to resolve more complex matters.
Screens, diagnoses, and resolves issues and work requests received via phone, email, or chat related to Parsons workstations, laptops, operating systems, software, hardware, and peripherals, and may work with second level teams to assign complex issues.
Works to develop an understanding of standard issues, develops and maintains documentation, identifies trends, and works to improve support processes.
Follows Parsons’ policies, procedures, and standards in responding to end user requests and providing end user support.
Performs other responsibilities associated with this position as may be appropriate and assigned.
This is an entry-level position typically requiring a high school diploma and 0-2 years of related work experience (or an equivalent combination of work experience and education).
At least one Microsoft or Cisco Certification is preferred.
A basic knowledge of Microsoft operating systems and applications as well as knowledge of personal computer technology and hardware.
Knowledge of the MIS environment.
Good customer service skills.
An aptitude for identifying, analyzing and resolving common technical issues, questions and problems with the personal computers, workstations, software and associated hardware.
Written and oral communication skills appropriate for the position, including the ability to speak well in basic professional situations (may include communication via telephone or in person). Ability to write basic documents (may include email or memos). Typically communicates with a limited group of individuals (employees and some managers) throughout the organization and may occasionally communicate with those outside of the organization (i.e. clients, vendors).
Parsons offers an ethical, challenging, diverse, rewarding and fun work experience where enthusiastic, responsible people use their energy, talent and dedication to make a difference in the world.
We provide career growth and development, a competitive compensation and benefits package which includes medical, dental, vision, and life insurance; tuition reimbursement program; credit union membership; Employee Stock Ownership Plan and a 401(k) plan. Parsons is an equal opportunity, drug-free employer committed to diversity in the workplace. M/W/D/V.
IT Operations/DSS/Help Desk
Founded in 1944, Parsons, an engineering, construction, technical, and management services firm with revenues of $3 billion...