Technical Help Desk (Remote)
at HireTalent - Diversity Staffing & Recruiting Firm
in
Houston,
Texas
Posted in Other 3 days ago.
Type: work-from-home
Job Description:
Job Description:
Title: IT Service Desk/Technical Help Desk (Remote)
Location: Houston, TX 77079
Training Shift: Training would be M-F 7-3,
Regular Shift: SUNDAY-TUES EVERY OTHER WEDS 8AM-8PM HOUSTON time (7AM-7PM MST) (3 days 12 hour shifts, next week 4 days on 3 days off)
Duration: 6 months Contract (Possible Hire)
Pay: $22.57/hr on W2
***No Corp to Corp***
***Must be comfortable working on 12 hour shifts first week 3 days on 4 Days off, next week 4 days on 3 days off ***
*** LiftWatcher + LiftIQ Administrative tasks + Help Desk Monitoring***
MAIN DUTIES AND RESPONSIBILITIES:
Connected Services Admin
Communication between field, sales, business development managers, clients, and or co-workers
Provide a complete daily turnover including active wells, pending tickets, resource outages, and outstanding issues
Answers and directs phone calls to appropriate departments
LiftWatcher + LiftIQ Administrative tasks + help desk monitoring
Well Management (Creation, deletion, modification, Admin Center)
User account management
Basic real time communication troubleshooting
Local
Check RTU Address
Check IP Address
Account verification
Well Verification
ALSC must provide full details of problem and steps they have taken
CC supervisor & David Pankratz
If the tech requires training email the above as well. Tell Tech to ask their representative or manager on steps.
Advanced real-time communication troubleshooting
Communication
Satellite & ATT
Alarm Troubleshooting
Graphing not showing latest data
Remote into SCB
Anything past regular troubleshooting will be escalated to Zedi or Jose for liftIQ.
Avalon help desk monitoring (Lowest Priority)
Phone Calls
Case Creation
Case Escalation
Phone backup for LCS & MSM
Phone calls (lowest Priority)
Lead callers to use the Portal Website
Documentation:
Records each incoming request in the CRM.
Ensures all tickets are always updated during the life of the case.
Resolves tickets according to SLA.
Track and escalate issues, including creation and sending notifications.
LMS
Follows IT Security policies
Complies with mandatory QHSE training and fulfills QHSE objectives
Additional duties as requested.
REQUIRED SOFT SKILLS:
Connected Services Admin and Connected Services Subject Matter Expert / Trainer
Attention to detail
Initiative
Creativity
Excellent written & verbal communication
Problem solving skills
Excellent customer service skills
Good interpersonal and presentation skills
Fluency in English (additional languages a plus)
Willing to work flexible hours when appropriate.
Ability to handle multiple projects and tasks simultaneously.
Ability to work under pressure.
Ability to communicate effectively with customers, peers, and management.
EDUCATION:
Connected Services Admin and Connected Services Subject Matter Expert / Trainer and Connected Services Team Lead
Associate or Bachelor's degree preferred
SUPPORT EXPERIENCE REQUIRED:
Connected Services Admin
Experience on an IT Service Desk a plus
Knowledge and experience in the use of Ticketing systems preferred
1-2 years of prior support
iLearn modules L0, L1 (Legacy System)