Senior Help Desk Support
Houston, TX
Full-timeAbout This Job
The Senior Help Desk Support position is an expert level role responsible for supporting and resolving advanced troubleshooting inquiries and service needs at the second level of escalation and has lead responsibilities to help desk team members.
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Serves as the secondary point of contact for client assistance for advanced and/or uncommon ticket inquiries which require an expert level of knowledge and customer service.
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Performs help desk duties in a call center environment with a strong end-user focus.
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Tracks trending issues and formulates recommendations for management to address recurring issues.
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Leads the efforts to document, maintain and recommend enhancements to work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution.
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Performs advanced troubleshooting focused on analysis and resolution.
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Coaches and supports the development of help desk team members.
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Resolves work requests that may involve coordination and collaboration with other IT support groups.
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Be able to work a rotating weekend shift and afterhours on-call. Evening or night shift maybe required in accordance with staffing needs.
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Performs additional duties as required.
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