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Help Desk Technician

Location: 

Fort Worth, TX, US, 76118

Brand:  Allied Electronics
Function:  Digital & Technology
Work Location:  Hybrid

We are RS Group.

RS Group is a global integrated omni-channel solutions partner for industrial B2B customers who design, build, and maintain industrial equipment and operations.  We are a FTSE 100 company with £2 billion in revenue, operating in 32 countries, shipping 60,000 parcels a day to over 1.2 million customers worldwide.

Our Vision is to be first choice for all our stakeholders, and we know that starts with our people. At RS we want everyone to show up to work as themselves and know that they will be supported and encouraged to develop and grow. We want work to be a place that excites and empowers, a place where you can be passionate and challenge people to think differently. 

We want to hire the best talent, people who share our values and understand that when we act with respect and humility, we can do great things.  That’s why we’ve put our purpose at the heart of our organisation, we want to make amazing happen for a better world. We empower our people to make a difference, innovate to make more possible and deliver to make it happen.

Footnote: RS Group Brands:  RS, Allied Electronics & Automation, RS PRO, OKdo, DesignSpark, IESA, Synovos, Needlers and Liscombe.

 

Help Desk Technician

Job Description

  • Receive and log all customer interactions for Incidents, Service Requests, and Inquiries submitted by phone or through the IT Service Management tool.
  • Provide tier one support for low to medium complexity issues.
  • Route tickets to the appropriate support group and escalate incidents and service requests to the next support tier.
  • Diagnose and resolve incidents using documented procedures and checklists.
  • Analyze and evaluate incident reports and make recommendations to reduce help desk incident rate.
  • Consult with Infrastructure, Technical Services, Security, and Network teams to explain software or hardware errors or to recommend changes.
  • Document Help Desk processes and formally review peer’s documentation.
  • Facilitate communication of service outages (planned and unplanned).
  • Install and configure computers, software, and peripheral equipment.
  • Must be able to physically set up laptops and workstations for employees. Image, patch, and ship computer hardware and software to users’ homes or remote sales offices. Assist user with initial login from a remote location.
  • Responsible for reinstallation and configuration of critical software such as SAP GUI Client, Microsoft Office, supporting remote agents and antivirus software as well as operating system software.
  • Maintain Active Directory, Office 365, and SAP user accounts. Create new user accounts and remove user accounts when necessary.
  • Administer desk phones, extensions, phone features, and training for new users and maintenance of the phone user directory.
  • Participate in monthly on call rotation.

 

Location: Fort Worth 

Remote/Office Location/Hybrid: Office

Employment Type: Full Time

 

About the role

This role is responsible for supporting and maintaining end user devices including laptops, desktops, printers, audio/visual equipment, mobile devices, and peripherals. This requires the ability to install, diagnose, repair, maintain, and upgrade hardware and software while ensuring optimal workstation performance. The Help Desk Technician is also responsible for user account creation and deactivation and the deployment of new end user’s devices. This role is responsible for responding to end user queries on the phone, via email, in person, or through remote access. The Help Desk Technician will demonstrate high levels of customer service by possessing effective communication, technical proficiency, troubleshooting skills and an emphasis on overall service delivery.

 

What we’re looking for

Essential:

  • Two to three years related IT experience and/or training; or equivalent combination of education and experience.
  • A+ and a Security+ Certification (Must be completed and maintained within your first 120 days)

Desirable:

  • Network+ Certification
  • Bachelor’s Degree (B.A. or B.S.) in IT or IT-related field

 

Are you ready to explore the possibilities?

 

Equal Employment Opportunity Allied is an equal opportunity employer and maintains policies and practices that are designed to prevent and prohibit unlawful discrimination against any qualified employee or applicant on the basis of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, military/veteran status, disability, genetic information, citizenship status, or any other unlawful classification to the extent protected by law. This policy of non-discrimination applies to all employment practices, including hiring, compensation, benefits, promotion, training and termination. Employees who engage in unlawful discrimination will be subject to disciplinary action, up to and including termination.


Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas

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