PC Specialist
Dallas, TX

Job Description

Job Details:

Summary

The PC Specialist is the first point of contact for all IT related queries, incidents, service requests, and communication. The PC Specialist completes general tasks to aid in the ongoing support of workplace endpoint technology which includes desktops, laptops, printers, thin clients, and virtual desktops focusing on moderate to high complexity hardware and software troubleshooting.

Primary Duties and Responsibilities:

* First point of contact for all IT related queries, incidents, service requests, and communication
* Respond to Help Desk inquiries via phone, email, ticketing system
* Provide excellent customer service to meet and exceed customer expectations by providing a timely and consistent support
* Accurately update incidents and service requests in the ticketing system
* Analyze, troubleshoot, and resolve all desktop hardware, software, and printer related issues
* Document resolution, internal procedures, update self-help documents, and staff knowledge base
* Provide video conferencing support and troubleshooting desktop related issues as needed
* Install approved software on virtual desktops and perform firmware update on thin clients
* Engage cross-function reams to resolve incidents that can't be resolved and escalate to management in a timely fashion
* Assist in inter-office moves
* Provide support during weekend disaster recovery testing
* Provide after hours and on-call support on a monthly rotation
* Perform other duties as assigned

Qualifications:

* Candidate must have 3 or more years of experience in Help Desk or similar technical support environment
* Candidate must have 3 or more years of providing hardware and software troubleshooting including the printers
* Candidate must have 3 or more years of providing basic networking knowledge
* Strong phone presence and excellent written and verbal communication skills
* Ability to troubleshoot, diagnose, and resolve complex PC issues
* Ability to deal with difficult situations and customers
* Prior experience using a Help Desk ticketing system
* Team player with a positive attitude
* Flexibility to accommodate Help Desk hours of operation and provide on-call after hours support

Technical Skills:

* Working knowledge of Windows 7 and 10
* Microsoft Office and O365
* Hands-on knowledge of virtual technology and environments (VMWare)
* Basic networking skills including Cisco VPN and remote access
* Smart phones, tablets, mobile devices troubleshooting

Education and/or Experience:

* Bachelor's degree in Computer Science or related field of study or an equivalent combination of education and 3-5 years of work experience

Certificates or Licenses:

* CompTIA A+ Certification is a plus
* HDI Certification is a plus

Step 1

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If you are called in for an interview, a representative from OCC will contact you to set up a date, time, and location. For more information about OCC, please click hereOCC is an Equal Opportunity Employer