IT Technician

Call center located in east El Paso is looking for Support Technicians.

• Respond to requests for technical assistance via phone, or electronically.
• Provide Tier-2 support & action Helpdesk assigned Tickets and Cases.
• Coordinates and works closely with the Service Desk & Service Desk Manager to ensure the Information Technology departments SLA’s are met around Work at Home.
• Escalates issues to appropriate internal resources or departments in a timely manner and tracks as required.
• Oversee and administer user accounts, including additions, deletions, and modifications.
• Work with initial end user new hardware setups to ensure proper setup before training
• Track issues and trends, present data weekly to IT management and various IT verticals.
• Remotely diagnose potential hardware issues and request replacements as required.
• Ensure that users adhere to corporate IT standards policies and procedures.
• Participate with the Information Technology Departments hardware and software ordering processes.
• Execute and track internal Information Technology purchase orders for the Work at home program.
• Produce as required root cause analysis reports on outages in the W@H environment.

• Technical knowledge of Windows desktop and server environment
• A+ certification or demonstrated equivalent work experience
• Experience with virtual and cloud technologies
• TCP/IP networking knowledge
• Basic understanding of Active Directory, DNS, DHCP
• Knowledge of call center environment and operations
• Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired
• Excellent communication skills
• Superior organizational, prioritization and multitasking skills
• Able to work independently and as part of a team
• Able to work in a 24 hour a day, 365 days per year environment
• VMware Horizon Air experience
• VDI technologies experience, Wyse terminals

$15/hr.

Position could become full time with the company.