Desktop Support Technician

Overview

Loyal Source is looking for a Service Desk Engineer for an employment opportunity in El Paso, Texas.

Role summary: The Desktop Support Technician provides exceptional troubleshooting and customer service to all business partners. This includes receiving, prioritizing, documenting, and actively resolving end user service requests and incidents. The Desktop Support Technician must have a passion for helping people and solving problems.

This role is an on-site role, meaning that the Desktop Support Technician will be required to work from the office at 11301 Montana Ave., in El Paso, Texas.

• Develop and maintain an in-depth technical knowledge of Medical Solutions products, services and solutions.
• Assume full ownership and responsibility of all allocated support incidents, ensuring they are dealt with promptly and professionally and satisfactorily concluded.
• Keep IT Service Desk Leadership informed of any client satisfaction or relationship concerns.
• Actively work as a contributor for the process and procedures to help maintain the Service Desk success.
• Operational mindset:
  Ability to create efficient workflows and execute to deliver timely, accurate services.
• Help drive SLAs for better Service Desk customer satisfaction.
• Help maintain incidents and request backlog within the Information Technology Management System (ITSM) system.
• Update and maintain company documentation.
• Help document known issues to ensure knowledge base articles are accurate.
• Proficient with ITSM ticketing software and remote access tools.
• Resourcefulness: the ability to figure things out independently and collaborate with peers when needed.
• Flex hours:
  Some early starts, some later ends, and possible weekend work.

• 3+ years providing desktop support or Service Desk support.
• Knowledge of PC computer hardware and common troubleshooting techniques.
• Demonstrated expertise working with Active Directory, Group Policy, and Microsoft OS.
• Thorough understanding of PC and application security in a Windows networked environment.
• Working knowledge of a range of diagnostic utilities.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• ITSM knowledge and experience.
• Foundational knowledge of ITIL processes.
• Passionate commitment to providing unparalleled customer service.

• Experience supporting Microsoft Office 365 (exposure to Azure a plus)
• ITSM software experience.
• Experience of utilizing knowledge management processes or tools
• Knowledge and experience of best practice in customer service and/or IT service management

This position involves a combination of physical and sensory activities throughout the workday.

Approximate activity levels include:

• Sitting: 75% of the time
• Standing: 25% of the time
• Lifting:
  Occasional, light lifting
• Crouching:
  Occasional
• Verbal Communication:
  Frequent
• Hearing:
  Required for most tasks
• Typing/Keyboard Use:
  Frequent to constant

These estimates reflect general expectations and may vary slightly depending on daily responsibilities.

20.00 per hour

Medical, dental, vision, PTO, and holidays.

Loyal Source is an Orlando-based workforce solutions provider dedicated to delivering elite services worldwide, with a focus in government healthcare, technical and support services, engineering, and travel healthcare. Loyal Source provides exceptional custom solutions to both private enterprise and government agencies. Loyal Source is a military-friendly employer and proud partner of the Military Spouse Employment Partnership program.

For more information go to our website  and follow us on Linked In, Facebook & Twitter for other positions currently open.

Loyal Source does not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.

This contractor and subcontractor abides by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.