Tier 2 - Desktop Support Technician - Ft. Worth, Tx
Catapult Technology Ltd (Austin, Texas)

Title:              Tier 2 - Desktop Support Technician

Location:       Ft. Worth, TX

• Under general direction, responsible for ensuring the timely process through which problems are controlled.
• Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Requires experience and understanding of MIS environment.
• Typically involves use of problem management database and help desk system.
• May provide guidance/training for less-experienced personnel

Position Description:
The Help Desk Technician will provide tier 2 phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and commercial and custom applications.

RESPONSIBILITIES:
Answer correspondence from employees relating to computer problems and work on providing resolution.
Document problems and resolutions worked on in a timely and efficient manner.
Notify appropriate IT staff of more serious network/infrastructure problems and work with them toward resolution.
Assist in the maintenance of accurate logs/inventory of all software and hardware.
Assist with the further development and administration of the IT Help Desk function.
Obtain customer feedback information.
Effectively communicate customer issues and concerns to all applicable internal staff members.
Document all contacts, actions, and responses in customer database utilizing CA Unicenter.
Organize and maintain file system; files correspondence and other records.
Maintain working knowledge of products and/or services.
Prepares reports and correspondence as needed.
Performs other duties as assigned by supervisor.

REQUIREMENTS:
3 years of related help desk or technical support experience.
Experience working in a Microsoft active directory environment.
Physical ability to safely lift, move and maneuver equipment weighing as much as 50 lbs.
Ability to react to high priority problem calls, and interface with a variety of clients.
proficiency in Win2000, Win XP, Lotus Notes, manage tape back-up and recovery, client setups for Applications,
Experience working with Citrix.
Strong organizational skills
Ability to work independently and as a member of various teams and committees.
Ability to understand and follow written and verbal instructions.
Acute attention to detail.
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
Outstanding customer service skills

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.