The Help Desk Support 2 provides on-site and remote technical support assistance and order fulfillment to end users. This position is part of the CoServ Client Services team and is the primary face of IT to the organization. This position requires being comfortable working with all levels of the CoServ organization, including its Board of Directors. They must be able to use their practical knowledge of the client’s hardware, operating system and applications to resolve problems and fulfill requests. This position provides support primarily over the phone, via remote sessions and through email, but does involve occasional deskside support as well.
Primary Position Responsibilities
Provide top-quality customer service to a variety of end users with different levels of computer proficiency across multiple client hardware and software platforms.
Use active listening skills and ask probing questions to determine the user’s need and utilize available solutions to fulfill orders and resolve issues.
Enter, classify, prioritize, monitor, resolve and escalate incident tickets using CoServ’s ticketing system.
Enter, prioritize, monitor, approve, fulfill and escalate orders and service request tickets using the Matrix42 Service Management product suite.
Resolve username and password login issues for domain, VPN and various application accounts.
Windows 10, application, hardware and basic network connectivity troubleshooting
Provide mobile device support (iOS and Android phones & tablets).
Asset management (hardware and software), including auditing and remediation
Hardware and software sourcing and procurement
Work with advanced level support staff as needed to provide solutions for incidents and service requests.
Maintain a working relationship with vendors to ensure smooth order fulfillment and problem resolution.
Produce and maintain quality technical and customer-facing documentation.
Remain abreast of changes in system hardware and software requirements.
Work with Information Security to address vulnerabilities when they arise.
Complies with established CoServ safety and operating rules, procedures, and guidelines. Responsible for reporting unsafe practices to a supervisor.
Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines. Responsible for reporting suspected information security incidents to Information Security.
Secondary Position Responsibilities
Participate in projects as needed and adhere to project plans.
Perform other duties and activities as directed.
Education and Certifications Required
High School Diploma or G.E.D. equivalency
Education and Certifications Preferred
3+ years of experience with Windows 10 and Microsoft Office in a customer-focused Help Desk Support role
1+ year of experience with iOS and Android phone & tablet configuration, deployment & troubleshooting
1+ year of experience with enterprise asset management software
Skills and Abilities Required
Fits the “co-op culture” with principles of safety first, employee dedication, outstanding service and exceeding customer expectations
Must possess excellent critical thinking and troubleshooting abilities
Team-oriented performer, focused on the tasks and goals of the organization
Excellent interpersonal and communication skills in person, over the telephone and via email
Meticulous attention to detail with the ability to complete tasks accurately and efficiently and maintain focus in an environment with frequent distractions
Skills and Abilities Preferred
Familiar with enterprise systems management or asset management software
Dell and Lenovo desktop & laptop hardware troubleshooting
Basic Active Directory administration
Basic Email administration
Basic TCP/IP troubleshooting
Software and hardware procurement, including vendor relations as well as purchase order and invoice processing
Understands software licensing and maintenance agreement renewals
Operates office equipment such as a computer, telephone, copier, etc.
Indoor, office environment
Ability to lift a minimum of 40 pounds
Ability to drive occasionally as needed
Ability to sit and use a computer for long periods of time
Requires frequent sitting, standing, walking, bending, and reaching.
Provide backup coverage for Help Desk Support 1 functions
Must have and maintain a valid Texas driver's license
Ability to work after hours and on weekends as required for projects and on-call support
Internal Number: 1456
CoServ is an electric and gas distribution company serving North Texas since 1937. Doing business as CoServ Electric since 1998, we now have over 9,800 miles of electric infrastructure serving more than 240,000 meters across Denton, Collin, Cooke, Grayson, Tarrant and Wise counties. Our natural gas affiliate, CoServ Gas, was established in 1998 and serves more than 125,000 gas meters in Denton, Collin and Kaufman counties.
North Texas is growing, and so is CoServ. We value innovative and dedicated Employees and are committed to providing them with a stable work environment filled with opportunities to learn and grow. Guided by our Core Values—Respect, Accountability, Integrity, Service, Excellence and Safety—we serve each other as we serve our Members and Customers. We offer a wide variety of careers—from Customer Care Representatives and Billing Clerks to Linemen and Engineers. CoServ is a company you can believe in.