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Robert Half Help Desk Lead in Houston, Texas


The Senior Helpdesk Engineer is a level 2 IT position responsible for ensuring that all end user IT computing including telephony incidents and IT service requests issued by Stallion employees are completed within the agreed to SLA terms. The position also serves as the primary escalation point for level I support.

Role Priorities:

• Provide high quality support, services, and troubleshooting to hardware and software application users across the company. Range of support includes, but is not limited to:

o PC desktop hardware/server, operating systems, networking, and specific software applications associated with business operations.

• Works closely with users and other support teams to ensure that the functionality and availability of the desktop devices and applicable software satisfies requirements.

• Maintains and manages work orders via Helpdesk/service ticketing systems.

• Installs and configures new workspace desktop/laptop hardware and software systems.

• Ensure compliance to company-wide standards and guidelines regarding hardware and software support and configuration.

• Creates and administers employees and computer accounts in Active Directory. Provides support and information to customers on usage of key applications.

• Provides technical guidance and support services to the field offices. Installs and maintains desktop hardware, software, and peripherals. Records and manages hardware and software inventory. Images and distributes workstation computers to new and current employees as needed.

• Maintains IT support reference library. Develops and maintains an up-to-date inventory of all customer IT assets.

• Assists and performs other duties as assigned

Essential Skills and Experience:

• Expert knowledge of Microsoft Windows Operating Systems and Microsoft Office, Office 365 Suite and Applications. Expert knowledge of PC Software/Hardware installation, troubleshooting and repair.

• Excellent critical thinking skills and sound judgment. Proven ability to make critical, timely and sound decisions based on accurate judgment.

• Excellent customer service skills.

• Ability to multi-task in fast paced environment, exercise patience and professionalism during stressful situations and follow established guidelines and instructions.

• Excellent verbal and written communication skills.

• Accuracy, attention to detail.

• Bachelor’s degree and four years’ related IT experience; or eight years related IT experience.

• Experience in customer support using industry standard service desk applications, such as, Manage Engine ServiceDesk Plus required.

• Experience with industry standard software deployment solution and Microsoft Active Directory preferred.

• Flexibility with regards to work schedules (Flexible hours may require some evenings and weekends.) In addition, there will be an on-call rotation.

• Must be able to lift 40 lbs.

Requirements MS Windows 10, Microsoft Office 365, Network Printers

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