KoenAndrews Solutions

This company supports the petrochemical and manufacturing industry domestically and internationally and is positioned along the Gulf Coast providing training, occupational medicine, and innovative solutions to industry. The Desktop Support Technician will provide first-level hardware, software, and peripheral support for users and provide installation and training services as needed. This entails troubleshooting, repairing, maintaining, and testing hardware, software, and peripherals. They will also be asked to escalate problems that they are unable to resolve and track solutions to completion.

Essential Job Responsibilities

§ Add documented troubleshooting processes and resolutions to the support knowledge base as needed

§ Provide assistance as needed to network and system administrators with projects

§ Resolve support tickets assigned to them through the company’s ticketing system

§ Provision and deploy equipment as required to employees

§ Assist with the installation of required software applications and hardware required by employees for their job duties, potentially including afterhours work.

§ Assist in addressing compatibility issues between applications and the employee’s station’s operating system

§ Identifies and procures the hardware, software, computer accessories and supplies needed by employees

§ Assist the AV technician with setting up conference and classrooms for usage

§ Inventory equipment currently in use and update entries as equipment is decommissioned or redeployed.

§ Periodic travel to remote locations for inventory, addressing hardware issues, etc.

Preferred Skills & Qualifications

§ Problem Solving – the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.

§ Customer Service – the individual manages difficult customer situations, responds promptly to customer needs, and solicits customer feedback to improve future service and consistently provides professional and courteous support services.

§ Oral Communication – the individual speaks clearly and persuasively in positive and negative situations with the ability to communicate technical matters to non-technical personnel.

§ Quality – the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.

§ Planning and Organization – the individual prioritizes and plans work activities, uses time effectively, and develops realistic action plans.

§ Adaptability – the individual adapts to changes in the work environment, manages competing demands, and can cope with frequent changes, delays, or unexpected events.

§ Dependability – the individual is consistently at work on time, follows instructions, responds to management direction, and solicits feedback to improve future performance while maintaining themselves as strong team players.

Requirements

§ 1 - 2 years help desk experience.

§ Knowledge of computer and network security systems, applications, procedures, and techniques.

§ Ability to learn and support new systems and applications.

§ Associate's degree in a technical discipline or equivalent, with a Bachelor's preferred.

§ Valid state driver's license

Willingness to travel up to 10%, including occasional overnight stays as required

EEOC employer