IT Help Desk Technician

Cummings Electrical is looking for an IT Help Desk Technician to support a diverse group of end users in Fort Worth, TX. This onsite role centers on resolving Tier 1 technical issues, responding to assistance requests, and keeping users informed until problems are fully resolved through a ticketing system.

Responsibilities

• Troubleshoot issues and provide resolutions for Tier 1 support, escalating problems when appropriate while maintaining strong customer service
• Respond to technical assistance requests by phone, chat, or email
• Diagnose and resolve technical issues and research answers using available information resources
• Advise users on appropriate next steps and best practices
• Follow standard help desk procedures and ensure all interactions are logged in a ticketing system
• Track, route, and document problems and requests, including resolutions
• Follow up with customers or users to confirm complete resolution of issues
• Redirect or escalate issues to the correct resource, and identify situations that require urgent attention
• Inform management of recurring problems customers are experiencing
• Stay current on system information, changes, and updates as new technology is introduced
• Help update support documentation as environments change
• Occasionally attend off-site meetings or events
• Complete additional duties as assigned

Requirements

• Working knowledge of basic networking concepts, IT infrastructure, and IT operations
• Familiarity with Microsoft Office 365 and SharePoint
• Ability to follow documented procedures
• Familiarity with a help desk ticketing system
• Understanding of customer service best practices
• Related experience and training in troubleshooting and providing help desk support
• CompTIA A+ / Network+ is a plus, but not required
• Strong oral and written communication skills
• Ability to learn and retain new information
• Great attitude toward customers and coworkers, with problem analysis and problem solving skills
• Adaptability, teamwork, and time management and organizational skills
• Attention to detail
• Willingness to work additional hours as required by business and role needs

Technologies

• Microsoft Office 365
• SharePoint

Benefits

• Health
• Dental
• Vision
• Life
• Disability
• Supplemental, Accident & Critical Illness
• FSA
• 401K & ROTH 401K

Working Conditions

• Mainly office-based, with potential to work in other environments as required
• Work is generally performed in a climate controlled office environment
• Primary conditions include ambient room temperatures, typical office lighting, and standard office equipment
• Considerable time is spent at a desk using a computer terminal
• May occasionally be exposed to loud sounds and distracting office noise from equipment
• May be exposed to hazardous materials, loud noises, and extreme heat or cold during visits to job sites or off-site events
• May be exposed to heavy equipment, slippery surfaces, and uneven footing on job sites
• Moderate noise is possible, such as from computers, phones, printers, and light foot traffic

Physical Function

• Ability to perform repetitive mental activities
• Ability to operate a keyboard at an efficient speed and use typical business office equipment, including computer hardware
• Regularly required to talk and/or hear; use hands to operate objects and tools (phone, computer, printer, etc.); and reach with hands and arms
• Work may cause fatigue of eyes, fingers, and other facilities due to continuous use of motor senses
• Vision and hearing at or correctable to normal ranges
• May occasionally be asked to lift, stoop, kneel, and/or move objects up to 25 pounds
• While performing duties, the employee is regularly required to stand, sit, talk, hear, and use hands
• Regular, predictable attendance is required