Desktop Support

Tekvana Inc; Irving (TX); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Tekvana Inc. is seeking an IT Helpdesk Technician to assess and prioritize daily World wide Service Desk issues and provide rapid-response support across centers, offices, and facilities.

You will handle laptops, desktops, barcode scanners, printers, and other devices, with administration of Active Directory and Office 365. Strong communication and customer service skills are essential, with after-hours on-call possible.

Qualifications

• 2-year technical degree or equivalent required.
• 1-3 years enterprise helpdesk experience preferred.
• Excellent communication and customer service skills required.
• Ability to work independently and/or with remote peers.
• Willingness to participate in after-hours on-call as needed.

Responsibilities

• Assess and prioritize daily work based on outstanding Worldwide Service Desk issues.
• Ticket and time tracking using ServiceNow.
• Provide rapid-response support to distribution centers, corporate offices, and manufacturing facilities.
• Support devices including laptops, desktops, handheld barcode scanners, label printers, and other proprietary tech.
• Administer Active Directory and Office 365 for all user accounts and devices.
• Provide local hands-on support for Worldwide Service Desk projects.
• Maintain ongoing computer refreshes and setups.
• Create documentation, standard work, and knowledge base articles.
• Act as a local resource for Worldwide Service Desk projects.
• Participation in after-hours on-call support may be required.

Skills

Hardware & networking

Bar code scanners

IP phones

Printers

Windows 10/11

MacOS

Microsoft Office

Outlook

Communication skills

Customer service

Independent / collaborative work

ServiceNow

Education

Two-year technical degree or equivalent

Tools

Active Directory

Office 365

Job description

Assess and prioritize daily work based on outstanding Worldwide Service Desk issues

Ticket and time tracking using our ITSM solution, ServiceNow

Provide rapid-response support to all distribution centers, corporate offices, and manufacturing facilities

Support of devices such as laptops, desktops, handheld barcode scanners, custom workstations, label printers, and other proprietary technology

Support of Windows based operating systems and Microsoft Office applications as well as other out of the box and developed software packages

Administration of Active Directory and O365 for all user and end-user system objects

Provide local hands-on support for corporate tier 3 IT teams including problem reporting and resolution for distribution centers, corporate offices, and manufacturing facilities

Maintain ongoing computer refreshes and setups

Create documentation, standard work, and knowledge base articles

Act as a local resource for Worldwide Service Desk projects

Participation in after hours on-call support may be required

SKILLS & KNOWLEDGE:

Knowledge of modern computer hardware, wired and wireless networking, handheld barcode scanners, IP phones, printers, and peripheral computer equipment preferred

Knowledge of Windows 10, Windows 11, and MacOS

Experience configuring and maintaining laptops and desktops in an enterprise environment preferred

Experience with Microsoft Office, specifically Outlook, Word, Excel, and PowerPoint

Self-motivated with the ability to work independently and/or collaboratively with remote peers

Excellent communication and customer service skills required

2-year technical degree or equivalent experience preferred

1-3 years’ experience working in an enterprise helpdesk setting preferred

WORKING CONDITIONS:

Manual and physical dexterity required

Must be able to lift 40 + pound equipment

Warehouse, office, and manufacturing environment

Flexible work from home options available.