Service Desk Support Technician
Make a Difference
I.T. Service Desk Support Technician Richardson, TX Founded in 1944, Parsons, an engineering, construction, technical, and management services firm with revenues of $2.7 billion in 2010, is 100% owned by the Employee Stock Ownership Trust. We conquer the toughest logistical challenges and deliver design/design-build, program/construction management, professional services, and innovative alternative delivery solutions to private industrial customers worldwide as well as to federal, regional, and local government agencies. Parsons is a leader in many diversified markets with a focus on infrastructure, environmental, and defense/security. Currently, more than 10,500 Parsons' employees are engaged in more than 4,500 projects in 50 states and 24 countries. These dedicated workers speak 72 languages collectively, and hold more than 7,900 college degrees and professional registrations. Parsons' employees continue to go anywhere in the world, meet every technical and management challenge, and persevere until the job is done.
POSITION OVERVIEW :
Under direct supervision and with mentoring and guidance, provides remote technical support to end users of Parsons workstations, personal computers, hardware, software and peripherals. Responds to standard questions, issues and problems reported via phone, email or Instant Messengers. May investigate and respond to standard requests for information as well as IT issues, questions and problems. Assignments are directed at gaining experience in basic techniques and procedures for handling service, issues, questions and problems arising in the day-to-day use of individual workstations, computers, hardware and software.
SPECIFIC RESPONSIBILITIES :
Provides remote technical support for Parsons standard configurations of workstations, personal computers and associated hardware and software.
Troubleshoots standard software and hardware questions, issues, problems and failures via telephone, email or Instant Messenger.
Identifies complex issues, questions and problems and refers them to more senior Service Desk staff or other IT groups for investigation and resolution.
Screens, diagnoses and resolves or refers specific assigned inquiries and work requests received via phone, email or Instant Messenger, related to maintenance of personal computers, workstations, software and associated hardware; refers those requests to appropriate IT staff for resolution.
May work with other members of the Service Desk staff to resolve more complex matters.
Works to develop an understanding of standard issues, questions and problems with Parsons standard workstations, personal computers, software and associated hardware and the resolutions to those matters.
Follows Parsons policies, procedures and standards in responding to end user requests and providing end user support.
Documents and reports all service requests and their outcome, following standard Parsons procedures and practices.
Performs other responsibilities associated with this position as may be appropriate and assigned.
Qualifications: PREFERRED EDUCATION/EXPERIENCE:
This is an entry-level position typically requiring a high school diploma and 2 years of related work experience (or an equivalent combination of work experience and education).
Certifications:
At least one Microsoft or Cisco Certification is preferred.
SKILLS/COMPETENCIES :
A basic knowledge of Microsoft operating systems and applications as well as knowledge of personal computer technology and hardware.
Knowledge of the MIS environment.
Good customer service skills.
An aptitude for identifying, analyzing and resolving common technical issues, questions and problems with the personal computers, workstations, software and associated hardware.
Written and oral communication skills appropriate for the position, including the ability to speak well in basic professional situations (may include communication via telephone or in person). Ability to write basic documents (may include email or memos). Typically communicates with a limited group of individuals (employees and some managers) throughout the organization and may occasionally communicate with those outside of the organization (i.e. clients, vendors).
Parsons offers an ethical, challenging, diverse, rewarding and fun work experience where enthusiastic, responsible people use their energy, talent and dedication to make a difference in the world.
We provide career growth and development, a competitive compensation and benefits package which includes medical, dental, vision, and life insurance; tuition reimbursement program; credit union membership; Employee Stock Ownership Plan and a 401(k) plan. Parsons is an equal opportunity, drug-free employer committed to diversity in the workplace. M/W/D/V.
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