Securus Technologies

  • Helpdesk Technician

    Job Locations US-TX-Houston
    Job ID
    2018-1839
    # of Openings
    1
    Category
    Computer and Mathematics
  • Overview

    Job Purpose:

     

    Responsible for providing Helpdesk/Desktop Support services in a large corporate business environment. The position requires troubleshooting of basic problems with corporate issued computer equipment and peripherals. Requires advanced research and troubleshooting of complicated technical problems.

    Responsibilities

    Essential Duties:

    • Advanced research and troubleshooting of workstation related problems.
    • Deployment and patching of desktop systems using KACE K1000/K2000.
    • Interface with customers via phone, e-mail and in-person on system issues.
    • Report issues to developers and other technical staff and assist with problem resolution.
    • Initiate, monitor and report on trouble ticket activity – Including trending of chronic problems.
    • Beginner knowledge of PowerShell for process automation and reporting.
    • Basic to intermediate support of virtual desktop infrastructure within VMWare Horizon environment.
    • Interface with vendors for support and ordering as necessary.
    • Occasional evening and weekend work in response to needs of the business and systems supported.
    • Documentation of infrastructure, processes, and procedures.

     

    Knowledge, Skills, and Abilities:

    • Must be able to work unsupervised, be a self-starter, well organized, and able to multi-task.
    • Strong hardware/software troubleshooting and network diagnostic skills are essential.
    • Ability to work independently. Punctuality and dependability is required.
    • Must have the ability to communicate how technology works and why systems/software are beneficial to all levels of the organization.
    • Must have intermediate LAN / WAN troubleshooting and advanced problem-solving skills
    • Ability to remain calm in a high-pressure atmosphere.
    • Ability to plan and deliver projects using leading-edge technology.
    • Must have a great customer support attitude, great interpersonal skills, be a quick learner and embrace change.
    • Ability to manage multiple challenging projects with various priority levels and time-lines with minimal supervision.

    Qualifications

    Minimum Qualifications:

    • Associate’s Degree or High school diploma/GED with industry certification.
    • 2 years’ experience in desktop services; installation, configuration/provisioning and troubleshooting.
    • 2 years’ experience with MS Windows operating systems and common enterprise class applications.
    • Experience with ticket systems, VPN, RDP, Basic Networking knowledge, iPhone/Android/Blackberry setup for email, and desktop troubleshooting methods.
    • Excellent interpersonal and organizational skills.
    • Ability to manage multiple challenging projects with various priority levels and time-lines with minimal supervision.

     

    Preferred Qualifications:

    • Microsoft Office and/or Operating Systems certification.
    • CompTIA A+ certification.
    • Experience with Dell hardware and KACE inventory tool.
    • Industry standard certifications a plus; Anything CompTIA, CCNA, MCSE, etc.

     

     

    Physical Qualifications:

    Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools.  May be required to lift up to 50 pounds.

     

    It is the Company’s policy to provide equal employment opportunity to all individuals. Securus will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that person’s race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.

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