HELP DESK
AVATAR Managed Services
Houston, TX 77064
Description
Join the AVATAR Team
We work hard and pray even harder. Unlike most customer service businesses, our staff comes first because we know if we take care of our own, they will in turn take care of our clients. Our culture focuses on fit, alignment, and opportunities for growth for all. We seek to promote up and from within wherever possible. AVATAR combines big company benefits with the empathy and personal development of a family-run operation for a best-in-class work environment.
At AVATAR, we are committed to excellence. If these values resonate with you, you might just have what it takes to become a part of our team.
POSITION SUMMARY
This position is responsible for providing technical assistance and support via phone calls and e-mails from customers related to computer systems. A help desk specialist responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. If there are any issues or changes required, such as forgotten passwords, viruses, or email issues, the help desk will be the first person employees will come to. Customer satisfaction, quick response, and resolution time per ticket are primary service levels of the help desk. Any escalations will be given to the first available Net Admin.
ACCEPTABLE PERFORMANCE
To accomplish this job successfully, an individual must be able to perform the assigned duties according to the acceptable standards established for the job role. The Help Desk technician must be able to complete each essential job function satisfactorily.
ROLE AND RESPONSIBILITIES
- Promote and represent the corporate culture and core values in all aspects of your job duties. As a Team Leader, you should encourage and foster this behavior in your team.
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Develop and maintain knowledge of client networks
- Network snapshot
- Hardware and software inventories
- Updating configuration records in ConnectWise PSA
- Basic understanding of Line of Business (LOB) applications and associated vendors
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Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to queries either in person or over the phone
- Ask questions to determine the nature of the problem
- Install, modify and repair computer hardware and software.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Run diagnostic programs to resolve problems
- Install computer peripherals for users
- Train computer users
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Implement the Avatar “Company Way”
- Implement best practices
- Work with Net Admin to evaluate and recommend new software, hardware, or upgrades
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Ensures client satisfaction
- Ask about any other outstanding problems
- Follow up with customers to ensure the issue has been resolved
- Perform any other tasks assigned.
TEAM LEADER RESPONSIBILITIES
- The first line of contact for support by end users
- Works closely with the Net Admin team
- Mentors and trains other Help Desk personnel
- Organizes and conducts daily/weekly/monthly huddles and meetings with the team
QUALIFICATIONS AND EDUCATION REQUIREMENTS
- Communication, Oral – Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
- Communication, Written – Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.
- Problem Solving – Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group-solving situations.
- Business Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethics; upholds organizational values.
- Team Builder – Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem-solving situations.
- Analytical Skills – Ability to use thinking and reasoning to solve a problem.
SKILLS & ABILITIES
- Experience: 2 plus years of experience in network / IT systems and troubleshooting steps.
- Computer Skills: Extensive proficiency with information technology regarding both hardware and software.
- In-depth knowledge of Microsoft server and desktop operating systems, specifically Server 2008 and 2012 and Windows 7, 8, and 10.
- Certifications: Microsoft Server and Workstation; A+