Service Desk II – Dallas

The Help Desk / Service Desk II position provides the highest level of support to end users by handling both assigned service requests and service requests escalated by lower tiers. Support will be provided onsite, remotely, over the phone, or via email.

Additionally, this position is required to develop solutions for complex network, desktop and server problems and must have the ability to analyze existing systems and make proactive recommendations for improvements. The position also develops, maintains and implements all systems, applications, and networking configurations. This position has a set work schedule, with additional required hours based on operational business needs.

Responsibilities:

Works with end-user clients (Remington Hotel employees and hotel property employees)  to evaluate and resolve technical problems for assigned and escalated service tickets.

Evaluates systems and/or user needs to analyze, design, recommend and implement system changes.

Configures and supports internal and/or external networks.

Develops and maintains all systems, applications, security and network configurations.

Troubleshoots network performance.

Recommends upgrades, patches, and new applications and equipment.

Provide excellent customer service to users.

Coordinates timely repair of computer equipment covered by third-party vendor maintenance agreements.

Utilize the Service Desk system to record work and time spent on each support call.

Comply with all written and stated company ethics and safety policies and procedures.  

Report all unsafe and unethical violations to immediate supervisor, or Human Resources.

Back up and support other department team members as necessary.

Experience Requirements:

5+ years of directly related computer, server, and network troubleshooting experience equipment in a network environment.

Bachelor’s Degree in Information Technology; or a related technical discipline; or the equivalent combination of education; technical certifications or training; or work experience.

    Certifications:

CompTIA A+ or equivalent

CCNA Routing and Switching or equivalent would be a plus

Ability to effectively and efficiently troubleshoot technical problems.

Advanced knowledge of current Microsoft desktop and server operating systems.

Advanced knowledge of Active Directory, Citrix, VMware, Google Apps, and other server applications.

Advanced knowledge of computer and server hardware.

Advanced knowledge of network switching and routing troubleshooting.

Advanced knowledge of Cisco/Dell switches and Cisco/Sonicwall routers/firewalls.

Strong customer service skills. (More important than technical prowess).

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