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IS Help Desk Technician

Location: 

Fort Worth, TX, US, 76118

Brand:  Allied Electronics
Function:  Digital & Technology

About Allied Electronics & Automation
Allied Electronics & Automation is a high service level, authorized distributor of industrial automation, interconnect, cabling, and electromechanical products. We are part of the $1.7 billion global distributor, Electrocomponents, serving as Allied Electronics & Automation in the Americas and RS Components around the rest of the world.

 

Our global footprint and world-class logistics allow us to give customers the products they need, when they need them.

 

We pride ourselves on the great working environment that we’ve created at Allied, where our employees can make a difference in the lives our customers, we can move fast, experiment when needed, can operate with autonomy and where everyone is focused on doing the right thing for the customer.

 

Function 
The Help Desk Technician will demonstrate high levels of customer service by possessing effective communication, technical proficiency, troubleshooting skills and an emphasis on overall service delivery. Additionally, the HDT will support and maintain end user devices including laptops, desktops, printers, audio/visual equipment, mobile devices, and peripherals. This requires the ability to install, diagnose, repair, maintain, and upgrade hardware and software while ensuring optimal workstation performance. 

  • Receives and logs all customer interactions for Incidents, Service Requests, and Inquiries submitted by phone or through the IT Service Management tool. 
  • Provide tier one support for low to medium complexity issues. 
  • Route tickets to the appropriate support group and escalate incidents and service requests to next support tier.
  • Diagnoses and resolves incidents using documented procedures and checklists.
  • Analyze and evaluate incident reports and make recommendations to reduce help desk incident rate.
  • Consult with Infrastructure, BASIS, programmers, and/or network administrators to explain software or hardware errors or to recommend changes.
  • Document knowledge base articles 
  • Facilitate communication of service outages (planned and unplanned)
  • Install and configure computers, software, and peripheral equipment.
  • Package and ship computer hardware and software to remote sales offices.
  • Responsible for reinstallation and configuration of critical software such as SAP GUI Client, Microsoft Office, and antivirus software as well as operating system software.
  • Maintain Active Directory, Exchange, and SAP user accounts. Create new user accounts and removes user accounts when necessary.
  • Administer desk phones, extensions, phone features, and training for new users and maintenance of the phone user directory.
  • Participate in monthly on call rotation
  • Perform other related duties as required

 

Essential Knowledge, Abilities and Skills

  • At least 2 years’ experience in end-user support of a Microsoft Windows environment.
  • Knowledge of Microsoft Office and Microsoft Desktop Utilities required.
  • Knowledge of computer hardware and software installations required.
  • Preferred but not required Industry standard certifications (A+, Network+, MCITP, CCNA, ITILv3 etc.)
  • Preferred but not required, knowledge of network administration with active user directories.
  • Excellent hardware/software diagnosis skills with experience in hardware repair.
  • Strong communication skills.
  • Organization skills and ability to multi-task at times.
  • Must be customer-focused, work well in a team-oriented environment, and provide quality service for customers.
  • Must pay very close attention to detail. Must have very good phone etiquette and presence. 
  • Works in a team setting, sharing information with others.  
  • Sensitive to confidential information.
  • Must be open to flexible hours and extended hours if needed.


Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   
 
Education and/or Experience
High school diploma or general education degree (GED); or two to three years related experience and/or training; or equivalent combination of education and experience. 

 

Equal Employment Opportunity
Allied is an equal opportunity employer and maintains policies and practices that are designed to prevent and prohibit unlawful discrimination against any qualified employee or applicant on the basis of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, military/veteran status, disability, genetic information, citizenship status, or any other unlawful classification to the extent protected by law. This policy of nondiscrimination applies to all employment practices, including hiring, compensation, benefits, promotion, training and termination. Employees who engage in unlawful discrimination will be subject to disciplinary action, up to and including termination.


Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas

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