Description

Essential Job Functions

• Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.
• Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems.

Resolves and / or refers more complex technical problems through a defined escalation process.

• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Basic Qualifications

• High school diploma or G.E.D.
• One or more years of technical training in computer support preferred
• Two or more years of technical or customer support experience
• Experience working with company products and operating systems
• Experience with solving computer related problems
• Experience working with company escalation policy

Other Qualifications

• Interpersonal skills to interact with customers and team members
• Good communication skills
• Organization skills to balance and prioritize work
• Analytical and problem solving skills
• Ability to work in a team environment

Work Environment

• Office environment
• May require shift work
• Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage;

employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off; and much more.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology is an . All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation / gender identity, age or genetic information.

DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters .

To access the postings in the link below, select your state to view all applicable federal, state and locality postings.

Postings are available in English, and in Spanish, where required. View postings below.

Disability Accommodations

If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via.

Please note : DXC will respond only to requests for accommodations due to a disability.

Description

Essential Job Functions

• Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.
• Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems.

Resolves and / or refers more complex technical problems through a defined escalation process.

• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Basic Qualifications

• High school diploma or G.E.D.
• One or more years of technical training in computer support preferred
• Two or more years of technical or customer support experience
• Experience working with company products and operating systems
• Experience with solving computer related problems
• Experience working with company escalation policy

Other Qualifications

• Interpersonal skills to interact with customers and team members
• Good communication skills
• Organization skills to balance and prioritize work
• Analytical and problem solving skills
• Ability to work in a team environment

Work Environment

• Office environment
• May require shift work
• Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage;

employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off; and much more.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology is an . All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation / gender identity, age or genetic information.

DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters .

To access the postings in the link below, select your state to view all applicable federal, state and locality postings.

Postings are available in English, and in Spanish, where required. View postings below.

Disability Accommodations

If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via.

Please note : DXC will respond only to requests for accommodations due to a disability.

Job Description :

Arthur Lawrence is urgently looking for Technical / Help Desk Support for a client in Houston, TX. Kindly review the job requirements below.

Your immediate application will enable us to place you successfully.

Must-Have :

• 2 years of experience in Technical / Help Desk Support
• Skilled in Linux and have excellent communication skills
• Skilled in the Ticketing system

Nice to Have

Trainee or doing an Internship

About Us :

Arthur Lawrence is a management and technology consulting firm providing enterprise-wide business transformation and business applications implementation services.

Our in-depth technical knowledge and broad experience of working with world-class companies enables organizations to leverage our capabilities in developing winning strategies and cost-effective solutions.

We are an UN Women Empowerment Principal Signatory and are certified from National Minority Supplier Development Council.

Acknowledgements from Industry Peers :

• Winner of Entrepreneur 360 Award (2019).
• IAOP Award; Ranked in top 100 internationally.
• Arthur Lawrence ranked within the Inc 5000 twice in 2016 and 2017 as one of the fastest. Growing companies of America.
• Named one of the top ten fastest growing businesses in Houston in 2016.
• Ranked 25th in the HBJ s Fast 100 Private Companies Award in 2017.

Our Seven Pillars :

We rely on the seven core values that we believe enable us to deliver quality for our consultants and clients : Education, Integrity, Value Creation, Collaboration, Best Client, Best People and Stewardship

Through strict adherence to these core values, we have achieved success beyond all documented forecasts and anticipation

Position Summary The IT Supervisor (AKA : Manager of Client Support Services ) plays a critical role in ensuring the quality and experience of service that we provide to our managed services customers.

S / he provides leadership to a team of Consultants and directs managed services best practices that are efficient, effective and meet good business principles.

In collaboration with Centre’s Director of Managed Services, this individual determines the appropriate team skills, processes, resources and tools necessary and is accountable for the quality of our Managed Services delivery team’s work.

S / he also drive continuous improvement to the quality of services and innovative delivery models. S / he also serves as a key member of the Centre Management Team and is expected to facilitate overall business planning, prioritization and collaboration.

To be considered for this position, all applicants must complete the following assessment : Manager of Client Support Services Essential Duties and Responsibilities Benchmark, analyze, report on, and make recommendations for the improvement and growth of the Managed Services infrastructure and systems.

Manage financial aspects of the Managed Services Department, including purchasing, budgeting, and budget review. Service Desk and Operations delivery methodology innovation leveraging social, self-service and other automated ways to provide highly responsive managed services.

Provide evidence or proof of process and methodology via customer documentation and auditable standards. Develop and maintain monthly and quarterly Service Desk and Operations business and performance review meeting templates.

Manage the deployment, monitoring, maintenance, development, upgrade, and support of all Managed Services systems, including servers, PCs, operating systems, hardware, software, and peripherals.

Ownership and continuous improvement of Centre’s Managed Services delivery toolset. Develop and maintain Managed Services billing processes.

Maintain repository of Centre’s Managed Services guidelines, processes and templates. Responsible for driving new and existing business and assisting with presales opportunities.

Responsible for maintaining Quality, Security, Compliance, and Assurance for all Managed Services clients. Responsible for complete onboarding process for all net new clients.

Manage Managed Services staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.

Encourage and maintain proactive client management. Ticket Escalation & Critical Issue Management. Maintain and exceed client SLA’s.

Communicate with all parties in a constructive manner to guarantee customer expectations are met. Ensure communication of escalated issues to customers : keep them informed of progress, and notify them of impending changes or agreed outages, etc.

Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests. Assist the managed services team in design and development tasks.

Review and approve the managed services team’s time and expenses sheets in ConnectWise Enter all work as activities, service tickets, or project tickets into ConnectWise.

Education / Experience / Certifications Bachelor’s Degree required 5+ years hands-on leadership experience Must possess excellent knowledge and experience using Microsoft Word, Microsoft Office, Excel, and Access Windows 8 / 10 Windows Server 2012 / 2016 Microsoft Windows Administration tools (AD Users and Computers, DHCP, DNS, Group Policy, Sites and Services, etc.

Microsoft Active Directory (Architect, Implementations, Migrations) Microsoft Exchange (Architect, Implementations, Migrations) Citrix Technologies (Architect, Implementations, Migrations) XenServer XenApp XenDesktop Web Interface Secure / Access Gateway NetScaler & WANScaler Backup / DR strategies (Architect, Implementation and Administration) Systems Upgrades including security patch management Monitoring of system utilization and application performance Understanding of network infrastructures and troubleshooting various networking protocols including but not limited to TCP / IP, DNS, DHCP, etc.

Experience with various network hardware systems such as but not limited to Cisco Switches, Cisco ASA,HP ProCurve, Sonicwall, Fortegate Experience with various Enterprise level server hardware such as but not limited to Dell PowerEdge servers, HP ProLiant Blade servers, Cisco UCS servers, etc Experience with Enterprise Storage solutions such as but not limited to ExaGrid, Compellent Work Environment and Physical Demands Work primarily in a climate controlled environment with minimal safety / health hazard potential.

Occasional lifting (up to 10 pounds and occasionally lift and / or move up to 50 pounds) may be required Reasonable accommodations can be made to enable individuals with disabilities / injuries to perform the essential functions of this role.

The noise level in the work environment is moderate. Some regional travel and frequent local travel required. Powered by JazzHR

Job Details Summary :

Job Description :

GENERAL ACCOUNTABILITIES

Works as a team member of the Application Service Desk / Help Desk to provide front line end user support. Utilizes strong customer service and technical abilities to resolve customer inquiries and problems via incoming phone calls, e-mails, HEAT self-service and chat mediums of communication.

Ensures all calls received by the APPLICATION Service Desk / Help Desk are properly handled and escalates issues, as needed, to the appropriate APPLICATION Service Desk / Help Desk 2 Team.

May address assigned responsibilities outside of phone support as required to meet the overall objectives of the APPLICATION Service Desk / Help Desk.

SPECIFIC RESPONSIBILITIES

100% APPLICATION Customer Support

• Acts as a Service Desk / Help Desk representative for the APPLICATION Operations Support department and provides phone-based application support a minimum of 95% of the time.
• Researches and troubleshoots all calls; follows the APPLICATION Escalation process to escalate calls that cannot be resolved at point of contact to the designated APPLICATION Service Desk / Help Desk 2 Team.
• Tracks problem / issue through to resolution by opening a ticket for each caller.
• Logs 100% of all calls received into call tracking application and maintains records of all caller interactions; achieves 80% first call resolution or higher.
• Uses customer service skills to identify the root of the problem being reported. Demonstrates the skill and ability to effectively provide quality support in a high volume environment.
• Shares critical information with peers to aid in the development of other team member’s skills.
• Utilizes the available training materials to educate callers. Broadens knowledge of APPLICATION, including new enhancements and features, in order to perform duties efficiently.
• Maintains the highest level of professionalism with all callers; diffuses calls from irate customers.

This position is not a Password Reset, Desktop Support, Hardware Support or Network / LAN support position.

Core / Critical Competencies

Promote Innovation

Comes up with new ways to look at problems and processes in their work

Achieve Results

• Works productively with minimal supervision; achieves work objectives in a timely manner
• Works to resolve routine problems promptly and effectively

Display Adaptability

• Is open to new and different ways to accomplish work
• Responds positively and productively to new initiatives or changes in priorities

Communicate Effectively

• Conveys facts and information clearly in written and spoken communications
• Shares viewpoints and information openly and listens attentively to others’ ideas and suggestions
• Communicates in a timely and effective manner with manager

Collaborate with Others

• Proactively contributes to group objectives; volunteers to help others as needed
• Welcomes ideas and input from others

Build Productive Relationships (Internal / External)

• Relates to others in open and helpful manner; consistently treat others with respect
• Maintains composure in challenging situations

EDUCATION / EXPERIENCE / MINIMUM Requirements

Education :

Two (2) year degree or technical program.

Experience :

Two (2) years’ experience in technical and operational support for customers in the use of computer hardware and applications via telephone.

Knowledge, Skills & Abilities :

• Strong customer service skills required; able to problem-solve and diagnose complex tasks.
• Working knowledge of Microsoft Windows operating systems.
• Working Knowledge of Microsoft products (Word, Excel, and PowerPoint).
• Funeral industry experience desirable.
• Excellent verbal and written communication skills.
• Demonstrated technical aptitude.
• Must be detail oriented.
• Excellent interpersonal skills and comfortable working with people at all levels of the organization.
• Well organized, with the ability to handle multiple tasks simultaneously.
• Must be able to learn new hardware and application technology quickly.
• Must be able to work independently, with minimum direct supervision.
• Must be able to work within the defined procedures and within the schedule provided
• Good coaching and leadership skills.

Work Conditions

Work Environment

• Work indoors during all seasons and weather conditions
• Professional Dress is required.

Work Postures

• Sitting continuously for many hours per day, up to 6 hours per day
• Climbing stairs to access buildings frequently

Physical Demands

Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

Working beyond standard hours as the need arises including shift work and weekends on a rotated basis

EXECUTIVE PERSONNEL SERVICES INC is an EEO employer - M / F / Vets / Disabled View all jobs at this company