Desktop Support Tech

DESKTOP SUPPORT TECHNICIANSABINE PASS, TXCONTRACT, 6 MONTHS+Work Schedule: 5-10s; Mid shift hours: 12pm - 10:30pm (1 need); Night shift hours 9pm - 7:30am (2 needed)POSITION SUMMARY: This position is responsible for the triage, routing, and repair of incoming service incidents (phone, email, portal, and walk-in). The Desktop Support Technician I ensures service delivery adheres to company standards. This individual will have the desired goal of effectively delivering superior customer service to our end users in a remote call center environment. The User Support Technician I will report to IT Field Manager. To accomplish this job successfully, an individual must be able to perform each essential function satisfactorily and be a self-sufficient, motivated person.RESPONSIBILITIES:Ensure professional, timely, and polite support to all our end usersHave in-depth knowledge of our tools and ticketing proceduresFollow standard help desk protocols, procedures, and guidelines as providedIdentify, troubleshoot and resolve a wide range of computer & network related problemsBasic understanding of Line of Business (LOB) applications and associated third-party vendorsStay current with system information, changes, and information technology updatesAny other special projects or tasks assignedTicket Management and ResolutionCreate new tickets for end users that place phone calls or start chat sessions with the Service Desk.Monitor the designated ticket queues to ensure all new tickets are triaged, resolved, or escalated within 15 minutes of creationResolve tickets when able based on documentation, training, and tools.Develop, maintain, and execute a daily routine to review and update existing assigned ticketsFollow ticket management principles per training1st communication with the customer is attempted via a phone callEnsure SLA timelines are metEnsure ticket statuses are maintained correctly based on training providedEnsure accurate time worked is reported on each ticketEnsure all troubleshooting efforts, and conversations with customers, vendors, and co-workers are properly recorded on the ticketAssume full ownership of all tickets assignedTransfer of ticket ownership is done via a warm handoff to ensure ownership is accepted by new team members.Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolutionREQUIREMENTS:High School Diploma or GED1 or more years in any customer service role1 or more years of experience in network / IT systems triage and help desk experienceKnowledge of information technology regarding both hardware and software. PREFERRED QUALIFICATIONS:Working knowledge of Wi-Fi functionality, Active Directory, Exchange, O365.IT industry certifications are preferred, specifically CompTia A, Net+ or the equivalent Microsoft certification.Ability to troubleshoot network, connectivity, hardware, and software issuesWorking knowledge of basic network protocols, IPv4 and general LAN/WAN topologiesWorking understating of iOS and Microsoft platforms and ability to troubleshoot.Firm understanding of imaging, configuration, and deployment of different platforms. (Laptop, Surface Pro, Apple)PHYSICAL DEMANDS:Ability to lift and carry up to 75 poundsAbility to kneel and run cables under desks and other office furnitureAbility to climb ladders, operate power tools and drive company vehiclesAbility to Work long hours in an overnight environmentWORK ENVIRONMENT:Outdoor and field office environmentESPO CorporationWillowbrook, IL 60527 /&gtlt;br View all open jobs at: www.espocorp.com/jobs Leaders in Technical Recruiting & Staffing since 1965We are an Equal Opportunity Employer and value the benefits of diversity in our work force . All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity and expression, national origin, disability, protected Veteran status or any other attribute or protected characteristic by law. If you need assistance applying please contact us at