We have a current opportunity for a Specialist - IT Service Desk on a contract basis. The position will be based in Bishop, TX.
Responsibilities:
Resolves Level 1/Level 2 incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service
Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, and peripherals in accordance with IT operations policy and procedures
Escalates incidents to the appropriate IT operations resources in accordance with established procedure
Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements
Creates and maintains document repository of fixes, installation procedures, technical tips, and other office technology processes
Identifies, researches, and assists with implementation of new technologies in accordance with IT operations policy and procedures
Tracks and manages IT assets (logical and physical) in accordance with IT operations policy and procedures
Qualifications:
Must-haves:
Proven experience in a technology support role
Strong knowledge of Microsoft based operating systems with emphasis on Windows 10, Office 2016, and Internet Browsers
Excellent interpersonal skills especially communication and presentation skills
Promotes and supports standardization and continuous improvement
Ability to work independently and make decisions where necessary
Familiarity with all components of Office 365
In-Tune, ServiceNow Platforms Experience/Exposure
OT Environment Exposure / Manufacturing Plant - Chemical Plant experience
Plusses
A+ Certification or equivalent highly preferred
Experience supporting a manufacturing plant
Familiarity with ITIL and HDI Incident Management Best Practices
Familiarity with Wintel (Windows client and server technology), networks (Cisco preferred), anti-virus, general security
Understanding of Network Standards, Protocols, and Security Policies