IT Service Desk Engineer - TX

Responsibilities

• Receive, prioritize, and respond to incoming Service Desk requests in accordance with established service-level agreements (SLAs).
• Utilize your comprehensive knowledge of computer hardware, software, mobile devices, printers, and other technology tools to troubleshoot, diagnose, and resolve complex issues. Provide high-quality end-user support while adhering to established operational and procedural measures.
• Manage user and device event tracking through Zendesk ticketing system.
• Collaborate closely with our user community, understand their unique needs, and deliver solutions that enhance their productivity and effectiveness.
• Maintain a customer-centric approach to all interactions and foster strong relationships with the user community.
• Provide technical and troubleshooting assistance related to MS Windows/Office and other desktop applications.
• Enroll and administer thin clients using Azure virtual desktop.
• Maintain and support office telephone systems and software, audio-visual (AV) equipment and multi-function printers.
• Manage user/computer/group objects within Azure and on-prem Active Directory (e.g., password resets, adds/moves/changes, folder/share permissions).
• Provide limited technical and troubleshooting assistance related to the company’s critical business systems and on-boarding activities.
• Perform on-call duties and technical implementations/upgrades that may occur after normal business hours and on weekends as required to minimize business impact.
• Assist with users becoming and remaining compliant with the company’s IT security policies and minimum standards.
• Participate in the creation and maintenance of enterprise operations documents (i.e., policies, standards, procedures, Knowledge base and guidelines).
• Liaise with third parties as it relates to any of the above.
• This role maybe required to work nights, off hours or weekends as assigned.

Requirements