Help Desk Representative- Smart Handheld

This role is on site in Temple, TX.

In this position, the teammate learns to provide the initial first-tier technical support in resolving customers electronic device needs. It is required for requests to be submitted in a timely manner by responding to phone calls or online tickets requesting technical support; works under close supervision to implement pre-established methods to maintain a functional and productive work environment for all internal technology users.

• Receives via phone and email first-tier technical issues reported relating to hardware and software on customers handheld devices or supporting infrastructure issues which affect external technology users.
• Applies pre-established methods to resolve basic problems or escalates issue to second-tier help desk support staff or to appropriate MBIS area in order to ensure timely continuance of the reporting user's productivity.
• Learns existing procedures for external requests regarding devices via phone and computer-based remote methods to fulfill service requests from internal technology users.
• Learns to assist external technology users via phone and computer-based remote methods with implementation of standard personal computer practices to aid users in efficiently fulfilling specific needs.
• Learns to Identify reoccurring issues and inform appropriate MBIS area to evaluate the design and issue resolution methods to minimize productivity impact to internal technology users.

MINIMUM SKILLS AND QUALIFICATION REQUIREMENTS:

• A high school diploma or GED equivalent.
• One or more years of post-high school technical training in an information technology field or experience involving diagnosing, trouble-shooting and resolving problems with handheld devices.
• Working knowledge of Microsoft / PC fundamentals.
• Ability to work outside of normal business hours to complete implementations and resolve issues.
• Office environment.
• Candidates may be subject to a background check and drug screen, in accordance with applicable laws.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.