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Service Desk Representative

Company: Trellis Company
Location: Round Rock
Posted on: June 6, 2021

Job Description:

Service Desk RepresentativeWho you are: You are responsible for providing a variety of technology support for end-users based on documented processes and procedures. You will document service requests using ticketing system and provide follow-up where needed. Complex problems may be escalated to more senior or specialized team members when needed. You will be expected to provide support to internal and external customers in a courteous and polite manner. Who we are: Trellis Company is a nonprofit 501(c)3 corporation with the dual mission ofhelping student borrowers repay their education loans and promotingaccess in higher education. Our strong philanthropic heritage of giving through grants to colleges,universities, and research groups remains focused on improving studentoutcomes, especially to underserved students, families, and institutions. As wemove into the future, were drawing on our history, branching into new sectorsbeyond student loans, and delivering the same level of exceptional care andservice that our customers have come to depend on. We remain invested in thesuccess of students and higher education institutions. This combination of stability and vision creates a uniqueintersection: a startup environment at a company that also has a stablefoundation, resulting in an opportunity for the right candidate to help shapeour company's future. This is an exciting time to join the Trellis team! Location: The position is located at the Corporate Office in Round Rock, Texas. The work is being conducted either at the Corporate Office or remotely at this time based on business needs. This is a temporary assignment. The hours are generally 8 am to 5 pm, but overtime and weekend support may occur on an as needed basis. Essential Duties and Responsibilities: Serve as the initial point of contact for IT support requests.Log IT support requests using ticketing system.Logically assess situation to determine the most appropriate actions and resolutions.Determine relative priority of IT support tasks and project with input from other team members where needed.Decide when to escalate problem situations to senior team members or IT specialty areas.Provide end-user support as needed, including hardware and software troubleshooting, email issues, connectivity issues, Office 365 support, printing connectivity, etc. and related peripherals.Engage team members from other departments for specialized department software support.Assist in determining the source of printer, copier, fax, desktop, and software related errors impacting end-users, business systems and operations.Provide on-call support availability during the regular work schedule and after normal working hours as needed.Contribute to the development and maintenance of functional standards.Maintain a positive service level relationship with internal and external customers.Non-Essential Duties and Responsibilities: Supports Information Technologys vision, strategic direction, development, and future growth.Assist with special projects as assigned.All other duties and responsibilities as assigned.Knowledge, Skills, and Abilities: Strong working knowledge in the following areas:Windows operating systems and desktops in a networked environment.Supporting application software, such as Office 365.Performing desktop hardware/software troubleshooting in a multi-platform environment.Problem determination and resolution skills in multi-platform environments.Proactively address issues and problems.Local Area Networks basic operations.Server/desktop interconnectivity in multi-platform environments.Good understanding of information security techniques and principals.Display strong problem-solving skills.Follow established standards.Strong reliance on sound, independent professional and technical judgment. Decisions and recommendations will significantly affect both internal and external customers. Independent and rapid action is required to resolve problem situations that may affect hundreds of corporate computer system clients.Ability to work independently or in teams to research and solve complex technical problems.Strong interpersonal and team building skills when interacting with internal and external customers.Ability to quickly learn and apply new ideas and materials.Ability to communicate clearly and concisely, both verbally and in writing, in a courteous and polite manner.Ability to simultaneously handle several concurrent activities.Proven ability to apply modern technology to complex problems.Experienced with modern security technology and concepts.Self-motivated and able to socialize ideas.Strong documentation skills.Qualifications:EducationRequired:A Bachelors degree in Computer Science, Information Systems, or related field required. Associate degree with 2 years related work experience or 4 years of relevant training and/or work experience can be substituted for college education on a year-for-year basis.ExperienceRequired:1 year of experience in help desk support in combination with required education.Physical and Mental Demands:Regularly must move about inside the officeRepetitive motion. Regularly operates a computer, keyboard, phone, and general office equipmentRegularly uses hands/fingers to handle, feel, or grasp; reaches or extends arm(s) in any directionHearing and speaking. Regularly talks with other employees and on the phone, virtually, or in personRegularly uses hearing to listen and respond to internal and external contactsVisual acuity: Regularly must have close visual acuity to view and enter information into computer and software systems, view monitor, analyze data, develop presentations and reports, and other materialsMental focus: Requires worker to maintain focus and exchange detailed and accurate information through oral and written communicationWork Environment: Typically works 40 hours per week in a combination of office and remote environment and will periodically require after-hours work, weekend work, or other demands to meet deadlines.Work may be conducted remotely or in an office with a surrounding small cubicle environment.Office work environment is climate controlled with no substantial exposure to adverse environmental conditions.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity or sexual orientation. We are also an equal opportunity employer of individuals with disabilities and protected veterans. Please view Equal Employment Opportunity Posters provided by OFCCP.

Keywords: Trellis Company, Round Rock , Service Desk Representative, Other , Round Rock, Texas

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