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Jobs at Aldridge

Help Desk Technician

Location: Houston, TX

Department: SSS

Type: Full Time

Min. Experience: Entry Level

MISSION
The mission of Help Desk Tech I (L1) is to provide an outstanding client experience while handling first level support service requests.  The overall standard is to successfully complete each service request fully and completely to the satisfaction of the user.  

The L1 will be responsible for providing technically accurate user-friendly solutions to common basic support requests, while escalating more complicated requests to the appropriate tech. Most importantly, the L1 should strive to live up to Aldridge’s promise of IT Resolution. Guaranteed. 


ACCOUNTABILITIES
To be considered successful in this role, the L1 must achieve these accountabilities within the first three months of accepting this position and maintain them throughout his/her employment:

Accurately and efficiently complete support service requests
Complete support service requests within the clients' acceptable time frame
Use time efficiently and effectively 
Provide excellent client service

 

GENERAL RESPONSIBILITIES

Provide friendly IT support relating to technical issues involving Microsoft’s core business applications and operating systems
Serve as the initial point of contact for clients seeking support
Provide basic technical support to include: workstations, printers, networks, and vendor specific hardware and software
Provide basic remote access solution support: VPN, Terminal Services, and Citrix
Act as the initial point of contact for client service requests.  Including, but not limited to:
Answering phones
Gathering client information and creating service tickets, resolving issues where possible and appropriate
Escalating issues as necessary and appropriate
Work service tickets in the PSA by way of established procedures
Accurately enter all work as service tickets into the PSA, providing thorough details on the issue, the actions taken and expected next steps appropriate for both internal and client consumptions
Communicate with clients as required, including: keeping them informed of incident progress, upcoming changes, and scheduled maintenance windows

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