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Help Desk Specialist in Westlake, TX at Veritude

Date Posted: 10/5/2018

Job Snapshot

Job Description

Veritude is currently hiring for a Help Desk Specialist in Westlake, Texas at Fidelity Investments. 

The 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 

Qualifications: 
•    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 
•    Proficient typing skills and ability to type a minimum of 45 wpm 

•    Training will be conducted 8a-5p, Monday – Friday for 2-3 weeks.Afterwards, shifts may vary. 
•    For the first 90 days on assignment, you will be on a probationary period.