IT Help Desk Technician

Help Desk Technician

For over 40 years, Cummings Electrical has delivered powerful electrical solutions and services in North Texas and beyond. We are innovators, leaders and strive to be the first choice for our clients. We strive to make being part of the Cummings team so interesting, purposeful, and fulfilling that working anywhere else would be a letdown. Our culture was created from the strong family values we embrace; open communication, teamwork, safety, continuous improvement and good old-fashioned hard work. We are always looking for great people to join our team. We offer exciting career opportunities and believe in building great leaders that drive us to revolutionize the way value is delivered. To us, it's more than a job. We are a team with skills, talents and expertise looking to make a difference. We're not a company...we're a family.

We are currently seeking a Help Desk Technician to work with our IT team. Qualified candidates will have a successful record of supporting a diverse group of end users in a help desk environment, and providing world class customer service on a variety of computer applications and platforms.

Excellent benefits package includes:

• Health
• Dental
• Vision
• Life
• Disability
• Supplemental, Accident & Critical Illness
• FSA
• 401K & ROTH 401K

Responsibilities

Help Desk Technician General Role Responsibilities:

• Troubleshoot problems, provide resolutions to Tier 1 issues, escalate where appropriate, and provide great customer service.
• Respond to requests for technical assistance via phone, chat or email.
• Diagnose and resolve technical issues.
• Research questions using available information resources.
• Advise user on appropriate action, best practices, etc.
• Follow standard help desk procedures.
• Log all help desk interactions in ticketing system.
• Follow up with customers/users to ensure complete resolution of issues.
• Redirect or escalate problems to the correct resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Inform management of recurring problems that customers are experiencing.
• Stay current with system information, changes and updates as new tech comes out.
• Help update support documentation as environments change.
• Occasionally required to attend off-site meetings/events.
• Additional duties as assigned.

Working Conditions:

• Mainly office but may also include all other work environments as required: sit, stand, talk, hear, use hands and fingers to operate a computer keyboard and telephone.
• Work is generally performed in climate controlled office environment.
• Primary environment: ambient room temperatures, lighting, and traditional office equipment as found in a typical office environment.
• Considerable time is spent at a desk using a computer terminal.
• May on occasion be exposed to loud sounds and distracting noise levels, such as from office equipment.
• Can be exposed to hazardous materials, loud noises and extreme heat/cold temperatures, if visiting job sites or other off-site events.
• Can be exposed to Heavy Equipment, slippery surfaces, uneven footing on the jobsite
• Moderate noise (i.e. business office with computers, phone, and printers, light foot traffic).

Physical Function:

• Repeat the same mental activities.
• Ability to operate a keyboard at efficient speed and typical business office equipment, including computer hardware.
• Regularly required to talk and/or hear; use hands to operate objects, tools or controls (phone, computer, printer etc.); and reach with hands and arms.
• Work performed causes fatigue of eyes, fingers and other facilities because of continuous use of motor senses.
• Vision and hearing at or correctable to normal ranges.
• May be occasionally be asked to lift, stoop, kneel, and/or move objects up to 25 pounds.
• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands.
• Regular, predictable attendance is required.

Qualifications

• Working knowledge of basic networking concepts, IT infrastructure, and IT operations.
• Familiarity with Microsoft Office 365, and SharePoint.
• Able to follow documented procedures.
• Familiarity with a help desk ticketing system.
• Understanding of customer service best practices.
• Related experience and training in troubleshooting and providing help desk support.
• CompTIA A+/Network+ a plus, but not required.
• Oral and written communication skills.
• The ability to learn and retain the information you've learned.
• A great attitude towards customers and coworkers.
• Problem analysis and problem solving.
• Adaptability.
• Team interaction.
• Time Management and Organizational skills.
• Attention to detail.
• Willing to work additional hours as required by business/role needs.

These statements are intended to describe the general nature and scope of work being performed by Help Desk Technicians. This is not a complete listing of all responsibilities, duties and/or skills required. Additional responsibilities may also be assigned.

All applicants will be subject to background check and drug screen.

Compensation commensurate with experience.