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Help Desk Specialist in Westlake, TX at Veritude

Date Posted: 12/3/2018

Job Snapshot

Job Description

Veritude is currently seeking a Technical Help Desk Specialist to work on-site in Westlake, Texas for client Fidelity Investments.

The Technical Help Desk Specialist will provide technical support to end users, Fidelity Associates, on a variety of issues via telephone and email/chat channels.  They will identify, research and resolve technical problems utilizing effective tracking and monitoring technical tools and support documentation to ensure timely resolution.

Responsibilities:

  • Diagnose and resolve technical hardware and software issues
  • Research issues using available information resources
  • Advise users on actions taken
  • Document all help desk interactions in the appropriate ticketing tool
  • Identify and escalate situations requiring urgent attention
  • Track and route incidents and requests to appropriate groups and document resolutions
  • Inform Techworks management of recurring problems
  • Remain current with system information, changes and updates
  • Associates degree/technical certification or equivalent work experience preferred
  • Working knowledge of fundamental operations of  Windows, Microsoft Office, Apple/MAC, and other emerging technologies
  • Knowledge of relevant ACD telephony systems & mobile device experience
  • Remote/VPN technologies
  • Experience in industry customer service best practices & supporting a corporate environment
  • Related experience and training in troubleshooting and providing Help Desk Support
  • Training will be conducted 8a-5p, Monday – Friday for 2-3 weeks. Afterwards, shifts may vary.