Help Desk Analyst

JSR Tech Consulting; Dallas (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

A major financial firm is seeking a Desktop Support specialist to provide onsite support 5 days a week in Dallas. The successful candidate will resolve technical issues, assist with conference room tech, and ensure client satisfaction. Strong knowledge of diagnostic tools, proficiency with hardware/software, and the ability to troubleshoot effectively are essential. Experience with modern programming languages is a plus. This role requires excellent communication skills and an inclusive leadership attitude.

Qualifications

• Strong knowledge in the use of diagnostic tools and ticketing applications.
• Proficient in both software and hardware troubleshooting.
• Ability to manage device installation and configuration.

Responsibilities

• Resolve technical issues from hardware/software incidents.
• Assist with conference room technology and pre-meeting testing.
• Document and track client inquiries for satisfaction.

Skills

Diagnostic tools (Splunk, Aternity, NexThink)

ServiceNow (ticketing applications)

Troubleshooting client problems

Remote access tools usage

Python

Powershell

Tools

Windows

O365

Mobile devices

Job description

Contract to hire position with a major financial firm. Onsite 5 days per week in Dallas.

This role is to provide on site (5 days/wk) Desktop Support (e.g., Windows, O365, mobile, peripherals, laptops) for employees and contractors. Dallas is the primary work location. In addition to applied technical expertise and experience, you will bring excellent problem solving, communication and teamwork skills, along with agile ways of working, strong business insight, an inclusive leadership attitude and a continuous focus on learning.

Here is What You Can Expect on a Typical Day:

• Resolves technical issues from incoming hardware/software incidents for on site and remote users.
• Provides assistance with conference room technology (pre-meeting testing and in-meeting troubleshooting)
• Assists with device installation or moves (disconnect/reconnect), managed print setup and troubleshooting, mobile device configuration and troubleshooting
• Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction.
• Exercises judgment within defined procedures and practices to determine appropriate action, escalates as necessary.

The Skills & Expertise You Bring:

• Strong knowledge of diagnostic tools (Splunk, Aternity, NexThink) and ticketing applications (ServiceNow)
• Proficiency with computer software and hardware
• Ability to troubleshoot client problems by identifying the symptoms, reviewing documentation, asking smart questions, consulting technical partners as needed, with the goal of quickly resolving the reported issue and following up to ensure long term success of the solution.
• Ability to use remote access tools to interact with client's computer, search through files and install software drivers to resolve issues
• Experience or familiarity in using modern programming languages such as Python, Powershell, and APIs to gather device information and use this information to proactively address compliance issues on devices, automate administrative tasks and provide on demand troubleshooting scripts.