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Help Desk Specialist
Department: IT
City/State: Tyler, TX
Type: Full Time
Relocation: No
Contact Name: Cammy Hensley
Contact Email: chensley@emaengineer.com

Experience:

  • 1 year of Active Directory
  • 1 year of verifiable customer service
  • 1 year of verificable IT support

Job Summary:

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. Proficient knowledge of Microsoft Office, understanding of Windows servers (DNS, DHCP, Active Directory, etc.), and wireless networking. Technical knowledge to troubleshoot and solve problems with hardware or software, organized, analytical, able to prioritize tasks, requires excellent verbal and written communication skills, collaborative, time management, self-starter, able to work under time constraints, excellent interpersonal skills, customer service mindset.

Responsibilities:

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Respond to queries either in person or over the phone.
  • Write training manuals.
  • Train computer users.
  • Maintain daily performance of computer systems.
  • Respond to email messages for customers seeking help.
  • Ask questions to determine nature of problem.
  • Walk customer through problem-solving process.
  • Install, modify, and repair computer hardware and software.
  • Clean up computers.
  • Run diagnostic programs to resolve problems.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Install computer peripherals for users.
  • Follow up with customers to ensure issue has been resolved.
  • Gain feedback from users about computer usage.

Education/Requirements:

  • High School diploma required.
  • Some college experience preferred.

BENEFITS FOR FULL-TIME EMA EMPLOYEES INCLUDE:

· Employer paid Medical and Dental plan for employees and partial paid Medical plan for dependents.

· Optional supplemental plans include vision, accident & wellness, and cancer policies.

· Enhanced matching 401(k) plan. Maximum match equals employee contribution of 6%, with company match of 7% (6% match + additional 1%).

· Mileage reimbursement that follows the IRS reimbursement rate

· Generous Paid Time Off policy

· Seven paid company holidays

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