Position: IT Help Desk Engineer
Department: MIT Help Desk
Reports To: IT Service Delivery Manager
Salary grade: DOE
FLSA Status: Full Time / Exempt
Location: San Antonio
Description
The IT Help Desk Engineer will assist in the day-to-day tasks and operations of the Managed IT Services Department. This individual will be involved with basic service ticket response, onsite support, and project work for clients.
Responsibilities
- Service calls for current customer base – server, workstation, switch, router, end-user and other basic troubleshooting, while effectively communicating issues and alternative solutions. Takes initiative to achieve valued-added results and improve upon solutions offered.
- Assist with Project Work for New or Current Customers – install, modify, and repair computer hardware and software, router/switch networking, installing agents and antivirus, patch and update management.
- Customer Service – the ability to interface with end-users, listen to concerns/problems and see them through to resolution, while developing / fostering collaborative working relationships with the customer.
- Time Management – identify / implement solutions to broad, complex, and critical customer enhancement challenges in a fast paced environment; while using a high degree of insight, research, analytical skills, to develop new or enhanced methods and techniques to resolve problem through multiple project deployment daily.
Experience & Required Skills
• Provide a timely, polite, efficient service and a positive Company image.
• Able to prioritize in order to meet goals and deadlines
• Highly experienced working both alone and as a team member
• Experience implementing and supporting wide ranging technologies
Education & Certification
• Minimum: Associates or Technical Degree or equivalent experience (5+ years or more) Preferred
• CompTIA A+, Network+, Security+ required to varying degrees
• CCNA (Cisco) Routing and Switching (recommended)
Physical Requirements
• Lifting and / or exerting of force up to 50 pounds occasionally and 10 pounds of
lifting /force frequently
Special Requirements
• Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility
Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice to meet the needs of the organization.
Qualifications Behaviors Preferred Team Player: Works well as a member of a group Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well Experience Preferred IT Help Desk experience Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- Associate or technical degree, or equivalent experience of five or more years
- CompTIA A+ certification
- CompTIA Network+ certification
- CompTIA Security+ certification
- Ability to troubleshoot servers, workstations, switches, routers, hardware, and software
- Ability to provide timely, polite, and efficient customer service
- Ability to prioritize tasks and meet goals and deadlines
- Ability to work independently and as part of a team
- Experience implementing and supporting a wide range of technologies
- IT help desk experience
- Cisco CCNA Routing and Switching certification
- Pass a CJIS fingerprint-based background check and maintain CJIS eligibility
What We Do
DOCUmation is a full-service business technology solutions company specializing in Managed IT, Print Management, Managed Software, Managed Onsite, Managed Print Services, and Large Format Printing. DOCUmation is family-owned and has served the Texas business community for more than 30 years. We started as a small company in the print and toner business in the ’80s before growing and evolving into the critical technology solutions space. Today, our operations are run from our headquarters in centrally located San Antonio, Texas allowing us to reach out to clients across the state.
