IT Support Specialist – Desk & Remote Help

DBR Engineering Consultants, Inc.; Dallas (TX); On-site; USD 42,000 - 66,000; Full time

Job summary

DBR Engineering Consultants, Inc. in Dallas, TX is seeking an IT Help Desk Analyst I to provide first-line remote and deskside support for users. You will resolve basic desktop issues, document problems, and escalate as needed while assisting in hardware and software updates.

The role requires a High School Diploma or GED and strong communication skills. It involves travel to main and branch offices, and offers a fast-paced, client-focused environment with opportunities to learn corporate IT

Qualifications

• Familiarity with basic networking concepts.
• Working knowledge of user administration and bug fixing in a client server environment.
• Practical knowledge in installing and configuring operating systems, networked and local printers, and business applications.
• Troubleshooting and problem-solving.
• Ability to explain technical information clearly.
• Ability to prioritize and multitask efficiently.
• Ability to learn new software and hardware.
• Ability to perform diagnostic tests.
• Ability to create case notes and error logs.
• Ability to identify potential process improvements.
• Familiar with using Microsoft Office Suite (e.g., Outlook, Excel, Word) or related software.
• Familiar with using office equipment (e.g., computer, copier, etc.).
• Professional telephone, verbal and written communication skills.
• Able to work well under pressure and in a fast-paced environment.
• Strong organizational and customer service skills.
• Able to prioritize workload, perform under time constrains and multi-task.

Responsibilities

• Provide first level contact, determine and evaluate user needs thoroughly and convey resolutions to user issues.
• Properly escape unresolved trouble issues to the next level of support.
• Track, route and redirect problems to correct resources.
• Update and follow-up on trouble issues in a timely manner.
• Walk employees through problem solving process and/or provide help.
• Follow up with users, provide feedback and see problems through to resolution.
• Advise and assist users of computer hardware and software changes and/or plans; recommend procedure modifications or improvements.
• Perform computer support/maintenance to include setup computers for new employees, install software & updates, and troubleshoot and repair computer problems.
• Assist in the development of manuals and other training aids as needed.
• Consistently review and suggest revising processes and procedures based on changing technology to the Houston main office.
• Ensure proper recording, documentation, and closure of all trouble issues; assist in maintaining all firm-wide IT inventory; assist in maintaining setup procedures documentation for the I.T. Department.
• Work thoroughly and maintain communications with the headquarters Houston main office IT department.
• Be involved in any corporate moves, expansions, renovations, or relocations as they relate to technology and information services.
• Orientate all new branch office employees on computers, software, and or office standards.
• Troubleshoot on an as needed basis: copiers, printers, fax machines, phones, plotter, and video conferencing equipment.
• Travel to main office and all branch offices, possibly frequently, to provide onsite support and problem solving.
• Maintain confidential information and effectively interact with various levels.
• Maintains flexibility and be able to work overtime as needed.
• Attend in-house trainings and department meetings as needed.
• Perform additional assignments as requested/needed.

Skills

Networking basics

Client-server basics

OS installation/config

Troubleshooting

Clear communication

Multitasking

Learning new software

Diagnostic tests

Case notes/logs

Office suite

Professional communication

Customer service

Education

High School Diploma/GED

Job description

DBR Engineering Consultants, Inc. in Dallas, TX is seeking an IT Help Desk Analyst I to provide first-line remote and deskside support for users. You will resolve basic desktop issues, document problems, and escalate as needed while assisting in hardware and software updates.

The role requires a High School Diploma or GED and strong communication skills. It involves travel to main and branch offices, and offers a fast-paced, client-focused environment with opportunities to learn corporate IT