Job Description

Summary

Desktop Support provides exceptional troubleshooting and customer service to all business partners. This includes receiving, prioritizing, documenting, and actively resolving end user service requests and Incidents. Desktop Support must have a passion for helping people and solving problems. This role is an on-site role, meaning that the Service Desk Engineer will be required to work from office at 11301 Montana Ave, El Paso, TX 79936.


Duties and Functions


·Evaluate documented resolutions and analyze trends for ways to prevent future problems.


·Maintain par levels for IT equipment and supplies and notify Director when ordering is needed.


·The Service Desk Engineer must also demonstrate flexibility with scheduling, as the role may require working nights and weekends to meet business needs.


·Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

  • Build rapport and elicit problem details from help desk customers.

  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

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