I.T. Help Desk Representative

Metals USA Inc. a leading metals processor and distributor in North America provides a wide range of products and services in the heavy carbon steel, flat-rolled steel, specialty metals, and building products markets. Currently, there is an opening in the Houston, Texas Corporate Office (Galleria) for an I.T. Help Desk Representative.

Job Description:

Provides 1st through 3rd level support to users by answering Help Desk phone calls. Resolves computer user issues related to hardware, software and LAN; recommends solutions; maintains Help Desk documentation.

Responsibility:

* Evaluates Help desk inquiry by determining nature of issue as hardware, software, or other.

* Determines source of error by reviewing procedures and actions taken by user; instructing user to perform diagnostic procedures, reproduce problem, or identify relevant issue.

* Resolves inquiry by researching documentation; referring to department process/procedure; providing answers; escalating to appropriate team resource; referring to Knowledge Base.

* Provides solution to users by guidance through corrective steps; notifies client of resolution status by reporting progress; updates automated ticket tracking system; provides follow-up phone or email communication.

* Facilitates Help Desk operations by attending periodic status and planning meetings; monitoring Help Desk queues; querying team members; monitoring applications and server logs.

* Accomplishes department and organization mission by completing related results as needed.

* Manages Hardware requests, hard drive cloning, PC and Laptop repair and replacement.

* Troubleshoots PC device connectivity including network cards, wireless, monitors, modem and ancillary devices.

Skills/Qualifications:

Help Desk Experience, Help Desk Software, Phone Skills/Customer Service, Problem Solving, Presenting Technical Information, Documentation Skills, Reporting Skills, Network Troubleshooting, PC/Laptop Repair. Hardware/Software Configuration. HP Printers and driver installation.

Preferred Skills:

Local Candidate Only, Microsoft Certification, Technical Certification, A+ Certification, Help desk Experience, Hardware Support, System Cloning, LAN, TCP/IP.

 

Please apply on-line via Monster.com or send your MSWORD Resume to  250itjobs@metalsusa.com  with the job title, IT Help Desk in the subject line.

No phone calls please.

Metals USA offers a competitive salary and benefits package and is an equal opportunity employer. M/F/D/V

For more information, visit the company's Web site at www.metalsusa.com