Location: Houston, TX 77002
Post Date: 10/11/2019
The Desktop Support Technician is responsible for first and second level support for Distribution International standard software and hardware. This position provides effective diagnostic evaluation of end-user needs and, in all cases, uses good judgment and timeliness in responding to and resolving each issue or complaint to the customers? satisfaction. Resolution includes but is not limited to the following: Identify, research, and resolves technical problems, timely response to telephone calls, email and personnel requests for technical support. The position also requires accurate documentation and tracking to ensure a timely resolution. The candidate will also be called upon to deliver technical training and support needs for customers either by phone or remote session. Support and demonstration of Distribution Internationals values and expectations for customer support and satisfaction are the fundamental to this team. The position also requires support of the company’s executive leadership team.
Essential duties and Responsibilities:
Provide solutions in a timely fashion for issues that may arise.
Log and track support calls in the company’s ITSM system. Prioritize and escalate tickets as required to ensure customer satisfaction.
Identify trends from support calls and develop documentation to address the resolution. Notify management of increasing trends, unusual activity or repeated activity.
Configure, Install and Deploy hardware and software to end users based on approved requests.
Brief customers as well as management on the status of current resolution efforts and attend daily/weekly meetings as requested or required.
Complete asset management tasks within fixed asset database
Create Knowledge Base documents in support of both internal IT and end users
Excellent verbal and written communication skills
Strong customer focus; service oriented attitude; quality driven support
Ability to be proactive with solutions, track tasks and establish ownership of projects.
Ability to multi-task throughout the day in support of US and Canada issues
2 or 4-year Technical Trade or University degree is preferred
Microsoft and/or other technical certifications are preferred
$33/Hr. – $35/Hr. DOE