Help Desk Support, Sr. jobs in Temple, TX

The McLane Intel help desk team creates ongoing value for our clients by providing quick, effective, and intelligent solutions for their technical issues. By ensuring the stability of our client's systems and assisting clients in time of need, the Help Desk Technician provides support and engages closely with our project and escalation teams to provide long term solutions. Succeeding in this role will present numerous opportunities for the right candidate to grow within the company.

Responsibilities:

• Customer Service – Our Help Desk Technicians communicate with our clients daily. Every technician will deal with incoming issues and requests in a professional, courteous manner over the phone. Every interaction needs to reassure our clients that they are important to us and that we want them to be successful. Regular communication on issues we are working on is paramount to earning our client’s trust on an ongoing basis.

• Resolution – Maintain and develop own knowledge and skills to assist with first time ticket resolution. Clients call our Help Desk to fix their issues. We will follow best practice to determine the root cause and fix the problem quickly. Ensure all issues are addressed and cleared within SLA – escalating to other internal and external teams as appropriate

• Documentation – All client interactions need to be recorded in our tracking system for future reference. All changes in our client’s systems need to be documented in order to help all team members be successful.