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Added Jul 27, 2020 Service Desk Coordinator II (21672) IT/Software/Technology Plano, Texas | Full-time Apply
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Job Description

LRS has prospered for over 30 years because our corporate philosophy embraces honest, ethical and hard-working people. If that describes your approach to IT consulting, we need to talk! LRS Consulting Services is seeking a Service Desk Coordinator II for a permanent opportunity with our client in Plano, TX!

LRS Consulting Services has been delivering the highest quality consultants to our clients since 1979. We've built a solid reputation for dealing with our clients and our consultants with honesty, integrity, and respect. We work hard
every day to maintain that reputation, and we're very interested in candidates who can help us. If you're that candidate, this opportunity is made for you!

The Service Desk Coordinators will report to the Manager of IT Support. They will provide Level 2 support for IT Services in all LSI corporate and field locations.

Responsibilities
Work in a Service Desk environment answering incoming requests with outstanding customer service
Perform Level 1 and 2 IT Service Desk support including issue triage, technical troubleshooting, workarounds and resolution delivery and escalation as needed for end user issues in a Microsoft Windows desktop environment
Ability to troubleshoot and support Mac issues
Create manage, resolve and close tickets for IT service support using the Ticket Management System
Provide Mac Escalation support
Troubleshoot and identify networking issues
Create process / training documentation
Quickly identify trending issues
Clearly document issues and solutions in a knowledge base
Monitor IT Service Desk performance levels and report daily performance metrics as required
Learn and follow instructions, use standard operating procedures and call scripts as provided by management
Ensure the Service Desk meets all SLA compliance requirements to the business by exercising an ownership mentality toward customer needs, showing respect and consideration to all team members and contributing improvements where possible to IT Service Desk operations and processes
Support other team members in troubleshooting and resolution to problems
Update and manage IT hardware Assets
Experience imaging hardware
Must be flexible to work other shifts
Strong business understanding and focus

Qualifications
2+ years in IT Help Desk required
Knowledgeable in basic network troubleshooting
Mac support experience is a plus, but not required
Experience with multiple technologies including Windows, MSOffice, Exchange, Active Directory, VPN, VOIP, Mobile communications, IT Security, Network configuration, Printing, and Software Application
ITIL v3 Foundation A+ MCST is a plus

Skills
Excellent customer service skills and strong time management skills
Strong technical problem solving and troubleshooting skills
Strong desire to grow in experience and value as well as increased responsibility within the company by contributing innovative ideas and outstanding performance
Self-motivated, with strong ability to work both independently and with teams and managers when appropriate

Ability
Ability to write clearly and accurately
Ability to speak effectively with customers
Ability to take a leadership role in IT Incident escalations
Ability to provide leadership in customer service and customer communication on behalf of the IT Team
Seeks the best outcomes for the business and all customers

LRS is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship status or protected veteran status

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