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Helpdesk Technician III

Plano, TX 75024

Posted: 02/09/2024 Industry: IT Job Number: 49657

Job Description

Kavaliro has partnered with a client who is seeking a Helpdesk Technician to support internal IT Operations. This position is based out of Plano, TX and is expected to sit on-site. 

As a Helpdesk Technician, you will be responsible for managing internal request tickets in a timely manner while also ensuring a white-glove service experience for our end users, working to continuously seek out opportunities to improve the end user experience.
This may include sourcing new technology when appropriate, periodically revisiting established processes to evaluate overall effectiveness and ease of use and/or changing product configurations.

Responsibilities for Helpdesk Technician:
  • Manage Helpdesk tickets in a timely manner.
  • Respond to customer issues via Slack, email, and ticketing systems.
  • Inventory purchasing and management via Kandji, Apple, and other solutions.
  • Manage and improve onboarding and offboarding workflows
  • Draft, refine, and implement documentation for Helpdesk processes.
  • Install, make changes and repair computer hardware and software.
  • Become the final escalation point for troubleshooting.
Qualifications for Helpdesk Technician:
  • 3+ years of experience working in a Helpdesk environment or relevant experience
  • 2+ years of experience administering Google Workspace, Okta, Atlassian, Slack, Apple devices, and Kandji
  •  Possesses critical thinking and root-cause analysis skills
  •  Ability to prioritize and adjust task focus as needed
  •  Proficiency with troubleshooting and managing macOS and Windows environments
  •  Excellent oral and written communication skills
  •  Experience with basic network implementation skills and troubleshooting using current LAN/WAN topologies, protocols
  • Highly organized and detail oriented to keep Helpdesk ticketing in order
Expected Job Duties:
  • First touchpoint for Helpdesk requests:
    • Helpdesk ticketing
    • Hardware and software troubleshooting and service requests
    • New user laptop and desk setup
    • Helpdesk documentation for repeat incidents
    • Shipping equipment to remote locations
    • Identifying areas of improvement within Helpdesk process, suggesting and researching potential solutions
    • IT Storage management
    • Hardware repair, maintenance, and turnaround
    • Hardware purchasing
    • Device Management
      • Kandji
      • Apple
      • Windows
  • Network troubleshooting and management
  • Meet Room Management
  • Jira Project Management
  • Okta/Google User Creation
    • Onboarding and Offboarding
    • Okta Workflow curation and management
Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.

 

Job Requirements

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Call us with a detailed overview of your experience, skills, background, and goals. If you are local and prefer, we will set up a face-to-face interview.

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