Help Desk Specialist

This onsite Help Desk Specialist role in the Information Systems department provides first-line technical support for corporate business needs in Waco, TX.

Responsibilities

• Troubleshoot and resolve issues with corporate hardware and software
• Research and understand the logic of complex individual computer programs and systems
• Support end users through walk-throughs and overview training
• Maintain helpdesk work orders, updating and resolving tickets according to established procedures
• Escalate problems and work orders to the appropriate personnel as needed
• Coordinate with vendors for problem resolution when required
• Manage multiple projects and requests simultaneously
• Report status on assigned projects
• Provide after-hours problem resolution as required
• Provide recommendations to improve helpdesk procedures
• Comply with the Company Driving and Safety Policy, including Certified Fleet Operation requirements
• Perform other duties as assigned

Requirements

• Associate degree or above in a computer-related field
• 1-2 years experience
• Strong problem-solving skills
• Ability and willingness to learn and extend skills
• Strong oral and written communication abilities
• Proficiency in Microsoft Office software
• Technical proficiency in:
  • PC Operating Systems
  • PC Hardware
  • Printer Hardware
  • Microsoft Office 365 Application Software
  • Microsoft Intune
  • Azure
  • Mobile Device Operating Systems
  • Access Manager
  • Active Directory
  • CICS
• Willingness to travel as required
• Typing ability of 30 WPM without errors
• Valid Texas driver’s license and driving record at time of hire that would not place the employee on probation or disqualify the employee from Certified Fleet Operator status under the Company Driving and Safety Policy

Technologies

• Microsoft Office
• Microsoft Office 365 Application Software
• Microsoft Intune
• Azure
• Access Manager
• Active Directory
• CICS
• PC Operating Systems
• PC Hardware
• Printer Hardware
• Mobile Device Operating Systems

Physical Requirements

• Use of PC, telephone, copy machine, fax, and other office equipment over six (6) hours per day
• Extended periods of sitting and concentration
• Occasional bending, twisting, crouching, pulling, pushing, lifting, and moving items up to 30 lbs

Working Conditions

• Occasional long, irregular hours
• Occasional travel by auto or other public transportation
• Work performed in a company-owned or company-leased office environment