Help Desk Technician - TransPak : Job Details

Who We Are Originally founded in Silicon Valley in 1952, we've been a private, family owned and operated business since 1969. We are humbled by the long-term relationships with our customers, earned through the packaging solutions we offer, including design, engineering, testing, manufacturing, and fulfillment of custom and stock packaging Your RoleHelp Desk TechnicianWork Location: In Office - Manor, TX Benefits: Medical, Dental, Vision, 401k, Life Insurance, Flexible Time Off, Paid Sick Leave, and Holiday Pay As a Help Desk Technician with us, you'll use your highly professional written and verbal communication skills, you'll work as a resource to provide our internal customers/end users/your future colleagues with information and support related to TransPak's technology systems and services. You'll help troubleshoot problems and provide guidance and product training covering topics related to computers, electronic equipment, software and communication systems. While uncommon, you'll also occasionally work with external stakeholders to assist with transaction processing and services What You'll Be DoingProvides Technical Support for Internal Customers

• Perform day-to-day operations providing internal IT support to users throughout the company
• Identify and deliver technical solutions that support office automation technologies
  • i.e., Desktops, laptop computers, smartphones, tablets, printers and other peripherals, telecommunication and collaboration services, networking hardware and services, etc.
• Collaborate with peers and external technical service providers
• Effectively use help desk management software for service requests and use automated software packaging and deployment tools
• Make recommendations and present changes to management to processes and procedures
• Participate in Infrastructure and other projects as a team member (including system deployments, upgrades, etc.)
• Provide IT helpdesk support for business units, as assigned

Manages Workload, Priorities and SLA's to Meet Essential Business Needs Timely

• Monitors workflow within Help Desk ticketing system to ensure SLA's (Service Level Agreement) are maintained and follow-up actions are completed
• Work with vendors, application delivery group and users to identify tips, shortcuts and best practice methods for getting the most business value from technology tools and systems applications (used by team members)
• Optimize the use of hardware, software applications and other technology related tools
• Participate in the analysis and development of new business processes

Develops and Provides Training and Orientation to End Users on Effective Use of Technology

• To reduce reoccurring support requests, conduct training for internal systems users to target areas of high support request volume
• Prepare and document materials including training plans, user documentation, other key end-user support material and best practice procedures
• Deliver technical training to end users in one-on-one or group training scenarios in MS Teams
• Attend training sessions and work with others to understand application functionality
• Assist with the development and implementation of departmental policies and procedures

What We'd Like to See from YouRequired

• • Degree in Information Systems, Business, or computer science related field
    • Equivalent combination of degree and work experience is also acceptable
  • Microsoft Certified Systems Engineer (MCSE) with minimum of two years' experience with certificate in lieu of four year minimum of related work experience
• Computer technical support skills across the spectrum of desktop and server operating systems, including Windows desktop and server OS, Microsoft Office applications, as well as other mainstream business applications
• Demonstrated ability to provide excellent customer service and to analyze service statistics to develop tactical and strategic improvement recommendations

Highly Desired

• • 1-2 years of related work experience
  • Previous experience supporting end user devices such as workstations, printers, laptops, Smartphones and other devices
  • Telecommunications skills (i.e., Video conferencing, telephones, mobile phones and VOIP)
  • Proven ability to keep track of, prioritize, and report status of multiple projects
  • Proven ability to work with changing requirements and priorities
  • Ability to be available for after-hours support and weekend work
  • Ability to meet aggressive deadlines while maintaining high standards of customer service

Preferred

• Help Desk Institute Analyst or other related certification
• Some / good network operating system infrastructure skills including Active Directory, Exchange, Web based content management systems, Servers and Virtualization environments
• Some / good network and infrastructure hardware skills including support of servers, LAN, WAN, WLAN, SAN, Firewall, switch, router and VOIP / PBX support
• Some experience supporting information security and risk management processes

Interested but Concerned You're Not Qualified? Don't meet every single requirement? At TransPak, we are building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this, or other, openings