| Title: Helpdesk Support
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| Location: Houston, TX
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| Job Type: Contract
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| Compensation: per Hour
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| Reference Code: 950722-WQG
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Description: This role provides support to end users on a variety of issues; maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals; and identifies, researches, and resolves technical problems. This person responds to telephone calls, email, and personnel requests for technical support; documents, tracks, and monitors the problem to ensure a timely resolution; and has knowledge of commonly used concepts, practices, and procedures within a particular field. This person may lead the work of other Help Desk and Computer Technicians; and relies on instructions and pre-established guidelines to perform the functions of the job. A degree of creativity and latitude is expected.
Duties and Responsibilities (Including the following, other duties may be assigned):
- Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
- Performs light repairs of PCs and printers
- Contacts corporate office and software and hardware vendors regarding software problems
- Loads PCs operating system and server/PC software
- Installs personal computers, software, and peripheral equipment and sets up new users and email accounts
- Updates PC operating systems and software
- Maintains anti-virus software and definitions, including removal of viruses on infected systems
- Fills out Purchase Requisition forms to order new computing equipment
- Keeps PCs print drivers up-to-date
- Maintains printers
- Maintains inventory on computer hardware and software
- Moves phone lines on punch-down block
- Fulfills user requests for specialized hardware and software installation and configuration, including remote access
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Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Knowledge and Abilities:
Must have the ability to operate and support:
- A telephone, fax machine, scanner, and other non-specified office equipment
- Intel based computers
- All software utilized in the company and Microsoft Office (Word, Excel, Outlook, Access and PowerPoint), Windows, Lotus Notes, Anti-virus software, and other proprietary software
- Written and verbal fluency in English (Portuguese is desirable)
- Read and interpret documents such as safety rules, operating, and maintenance guides
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