Help Desk Tech in Fort Worth, TX at First Cash

Date Posted: 8/1/2018

Job Snapshot

Job Description

Purpose of Role
The Service Desk is a single point of contact for application, hardware, network, and telephone question, requests, and incidents. The principal purpose of this position is to act as a TIER 1 specialist assisting customers with software and hardware questions and problems. In addition this position is responsible for the repair and installation of all desktops, printers and peripherals in stock, network and remote access connectivity.
Standard Job Description (to be provided by Compensation)
Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under general supervision.
Specific Job Description (to be provided by hiring manager)
 Primary responsibility is as Tier 1 customer support and customer service. Be present and visible in the Service Desk and available to users requiring technical assistance.
 Respond to questions from callers and walk-ins; remotely assist with technology problems in offices, stores, and field offices.
 Follow standard Service Desk operating procedures; accurately log all Service Desk contacts using call tracking software.
 Accept general responsibility for maintaining software and hardware installations within corporate policies.
 Escalates incidents to a higher level technical support group when necessary.
 Conducts customer satisfaction call-backs and closed all resolved incidents and requests.
 Facilitates and carries out communication of service outages, both planned and unplanned.
 All other duties assigned by the leadership team.
Span of Control
 Has no direct or indirect reports
 Work is generally supervised.
 Performs a variety of activities which involves standard procedures.
Typical Minimum Education & Experience; Knowledge/Skills/Abilities Required
 High School diploma or GED with 2-4 years related experience.
 Must be able to work evenings and weekends as part of a regular schedule and/or as dictated by business needs. Hours of operation are 7:00am -- 10:00pm seven days/week.
 Corporate IT Service Desk or Helpdesk experience preferred.