IT - Network Operations - Help Desk Associate

Island Capital Group LLC; Irving (TX); On-site; USD 42,000 - 55,000; Full time

Job summary

Island Capital Group LLC is seeking an IT - Network Operations - Help Desk Associate to provide on-site and remote user support from Irving, TX. The role focuses on troubleshooting, documenting results, and proactive problem identification.

The candidate will handle after-hours on-call rotations, resolve hardware/software issues, and escalate complex problems while logging all activity and maintaining time records. Adequate multitasking and customer-service focus are essential.

Qualifications

• High school diploma required; A+ certification preferred.
• 3+ years supporting Windows 7 and newer.
• 3+ years in a high-volume customer service environment.
• Experience provisioning users and groups in Active Directory.
• Basic TCP/IP networking knowledge.
• Familiarity with Microsoft Office Suite (Outlook 2016+).
• Experience with ticketing/desktop management solutions.
• Experience supporting mobile devices and network printers.

Responsibilities

• Respond to requests for technical assistance in person, via phone, electronically.
• Respond to requests after hours and on weekends as part of an on call rotation.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Advise user on appropriate action.
• Follow standard help desk procedures per the Help Desk Manual.
• Log all help desk interactions into Change Gear.
• Complete IT work log daily (capture time spent on issues).
• Escalate problems to appropriate resource.
• Track and route problems and document resolutions.
• Stay current with system information, changes and updates.

Skills

Customer service

Problem solving

Communication

Time management

On-call support

Education

High school diploma

A+ Certification

Tools

Active Directory

Change Gear

Microsoft Office

Windows OS

Printer/Scanner support

Job description

IT - Network Operations - Help Desk Associate

Irving Office, 6031 Connection Drive, Irving, Texas, United States of America

Job Description

Summary:

The person in this role will provide technical support to on site and remote users for company supported computers, applications, and platforms. This person will be responsible for troubleshooting issues, taking the appropriate action, and documenting results. The person in this role will also proactively identify reoccurring issues and seek to implement appropriate solutions.

Responsibilities

• Respond to requests for technical assistance in person, via phone, electronically
• Respond to requests after hours and on weekends as part of an on call rotation
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures per the Help Desk Manual
• Log all help desk interactions into Change Gear
• Complete IT work log daily (capture time spent working support issues/projects)
• Escalate problems to appropriate resource
• Quickly identify and escape situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Stay current with system information, changes and updates

Qualifications

• High school diploma
• A+ Certification (preferred)
• 3+ years of experience administering and supporting Windows 7 platform and later
• 3+ years of experience in high volume customer service environment
• 3+ years of experience provisioning users, computers, groups in Active Directory
• Basic knowledge of TCP/IP networking and troubleshooting tools
• Familiarity with Microsoft’s best practices
• Working knowledge of Microsoft Office Suite (Microsoft Outlook 2016 and later)
• Experience working with call tracking/ticketing/desktop management solutions
• Experience supporting smart phones, tablets and other mobile devices
• Experience configuring and supporting network printers, scanners, copiers, faxes
• Experience supporting small to medium-sized remote offices
• Key competencies: Customer service orientated; Self-motivated; Proactive and productive mentality; Positive attitude; Good problem analysis and problem solving skills (deductive reasoning); Good oral and written communication skills; Adaptable to change; Good planning, organizing and time management skills; Ability to prioritize tasks by importance/severity; Ability to reprioritize tasks on the fly; Great attention to details; Ability to produce under stress

Physical Requirements

• Some travel may be required (minimal)
• Must be able to lift 20lbs unassisted