Helpdesk Analyst/Desktop Support Technician (CompTIA A+) with Windows 7/10, MS Office 2013/2016, Office 365/O365 and SCCM experience

Job ID: TX-PLANO201902 (94390702)

Helpdesk Analyst/Desktop Support Technician (CompTIA A+) with Windows 7/10, MS Office 2013/2016, Office 365/O365 and SCCM experience

Location: Plano TX (City of Plano (CoP))
Duration: 6 months

Minimum Requirements:
Years Skills/Experience
2 Strong customer service skills
2 Ability to communicate technical information, both verbal and written
2 Windows 7 and Windows 10
2 Microsoft Office Suite 2013/2016

Preferences:
Years Skills/Experience
Certification CompTIA A+
2 Microsoft Office 365
2 Microsoft SCCM

The City of Plano Technology Services Department requires the services of a Service Desk Analyst, who meets the general qualification of Help Desk 1 and the specifications outlined in this document.

The contractor, under general supervision, will assist in answering phone calls, emails, and tickets that are sent to Support from internal users in need of technical computer assistance. Below are some examples or essential job functions:
• Fields incoming issues and problems tickets from end-users to resolve hardware and software issues
• Records, tracks, and documents the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Follow-up and update customer status and information
• Recognizing and escalating more difficult problems to the next level of support personnel
• Manage and monitor internal assets to ensure accurate inventory records
Interviews will be conducted by phone, in person and Skype if applicable.

PLANO201902.docx

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