Desktop Support Technician

Company: Kforce
Location: Baytown
Posted on: March 16, 2023

Job Description:

Kforce is looking for a Desktop Support Technician in Baytown, TX. This is a 6-month contract position with potential to last longer/convert to full time. The Desktop Support Technician is responsible for the triage, routing and repair of incoming service incidents (phone, email, portal, and walk-in). The Desktop Support Technician will also deliver superior customer service to end users in a remote call center environment. Responsibilities:* Ensure professional, timely and polite support to all our end users* Follow standard help desk protocols, procedures and guidelines as provided* Identify, troubleshoot and resolve a wide range of computer & network related problems* Stay current with system information, changes and information technology updatesTicket Management and Resolution* Create new tickets for end users that place phone calls or start chat sessions with the Service Desk* Monitor the designated ticket queues to ensure all new tickets are triaged, resolved or escalated within 15 minutes or creation* Resolve tickets when able based on documentation, training and tools* Develop, maintain, and execute a daily routine to review and update existing assigned tickets* Follow ticket management principles per training* 1st communication with the customer is attempted via a phone call* Ensure SLA timelines are met* Ensure ticket statuses are maintained correctly based on training provided* Ensure accurate time worked is reported on each ticket* Ensure all troubleshooting efforts, conversations with customers, vendors, and co-workers are properly recorded on the ticket* Assume full ownership of all tickets assigned* Transfer of ticket ownership is done via a warm handoff to ensure ownership is accepted by new team member* Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolution* High School diploma or GED* 1 years of experience in any customer service role* 1 years of experience in network/IT systems triage and help desk experience* Knowledge of information technology regarding both hardware and software* In-depth knowledge of our tools and ticketing procedures* Basic understanding of Line of Business (LOB) applications and associated third party vendorsPreferred Experience:* IT industry certifications, specifically CompTia A, Net or the equivalent Microsoft certification* Working knowledge of Wi-Fi functionality, Active Directory, Exchange, O365* Ability to troubleshoot network, connectivity, hardware, and software issues* Working knowledge of basic network protocols, IPv4 and general LAN/WAN topologies* Working understating of iOS and Microsoft platforms and ability to troubleshoot* Firm understanding of imaging, configuration, and deployment of different platforms. (Laptop, Surface Pro, Apple)Physical Demands:* Ability to lift and carry up to 75 pounds* Ability to kneel and run cables under desks and other office furniture* Ability to climb ladders, operate power tools and drive company vehicles* Ability to work long hours in an overnight environment* Outdoor and field office environmentThe pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.This job is not eligible for bonuses, incentives or commissions.Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.*Compensation Type:*Hours*Minimum Compensation:*18.00*Maximum Compensation:*21.00

Keywords: Kforce, Baytown , Desktop Support Technician, Engineering , Baytown, Texas