The position of IT End User Specialist will be located at Dallas, TX.

Summary

The IT Desktop Support position is responsible for the support of end user desktop, laptop, printers, phone, mobile device hardware, software, and break/fix services. Must monitor service desk queue and handle tickets to ensure issues are addressed in a timely manner, meeting established metrics and SLAs. Position requires front-line hands on or remote technical support for end users on various problems. Role requires providing “white glove” service for executives within the corporate headquarter facilities.

Essential Responsibilities

• Responsible for the implementation/configuration/testing/deployment of desktop hardware/peripherals and software; which may include building desktop/laptop computers with base image and layer additional applications as requested.
• Responsible for assisting with audio conference calls and video sessions as required by the executive team.
• Responsible for local and network printer configuration and troubleshooting.
• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
• Coordinates activities with help desk, network services, or other information systems groups resolving Desktop related help desk tickets.
• Assist with asset management duties as required by the asset management team.
• Provide input and assist in testing and selection of future technologies and devices (meet business needs).
• Responsible for meeting or exceeding service level agreements.
• May be requested to instruct users in use of equipment, software, and manuals.
• Addresses clients concerns regarding computer standards/procedures and suggest ways to make things more efficient.

Skills, Knowledge, and Education Required

• Requires 2 years of related work experience and 2 years of technical education or training, or 4 years of combined education and work experience.
• Ability to monitor, resolve and update open tickets within the Service Desk System.
• PC imaging and backup software testing and implementation.
• Assistance with moving computers and peripherals to new locations when requested.
• Solid experience in servicing desktop, laptop, phone, mobile device hardware and break/fix.
• Strong customer service abilities, analytical, interpersonal skills required. Must have initiative and able to work with minimal supervision.
• Excellent communication skills.
• Executive facing presence.
• Ability to lift and move computers and phone equipment.

Language Ability:

Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Ability to effectively communicate with customers and staff to make an accurate assessment of customer and branch needs.

Math Ability:

Ability to verify and calculate figures such as cost, commissions, credit, rebate and profit, understand and interpret financial data and reports and balance sheets.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or schedule form. Ability to use sound judgment and problem solving skills to analyze customer, branch and employee problems and to recommend the proper course of action. Ability to organize and prioritize job projects and requirements.

Attendance Demands:
The attendance demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Attendance is required Monday through Friday within normal business hours. Employee may be required to work overtime, and occasional Saturdays and Sundays.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands, handle, or feel, required to speak, read and hear English. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand, walk, climb or balance, and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. This is a high stress and fast paced environment.

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