Help Desk Support - Senior
Full-time Exempt
Location: Ft. Sam Houston, TxX
To apply, please email resume to: info@malamallc.com
Responsibilities:
- Triage all tickets within 24 hours of receipt and responds to customer requests for support
- Identifies, researches and resolves technical problems of moderate complexity
- Documents, tracks and monitors problems using applicable systems and tools provided
- Provides training, coaching and/or assists team members when necessary
- Coordinates with other team members, departments, or tier levels to resolve problems
- Frequently monitors service management application for new service requests/tickets
- Initiate contact for personally assigned tickets within a maximum of 3 business days
- Serves as Tier I primary technician for access, application, and software support tickets
- Prepares and maintains procedural documentation in the form of Knowledge Base articles
- Keeps minutes of weekly and monthly meetings
- Assists with other documentation requirements as assigned
- Minimum of Associates degree in related field, Bachelor's degree preferred
- 4-6 years of related experience
- Excellent communication and writing skills
- Familiarity in Remedy or service request application
- Proficient in Microsoft Office products