Enterprise Service Desk Technician II

The primary role of the Enterprise Service Desk Technician is to deliver an awesome experience to our ECI employees. A qualified Technician thrives on going above and beyond – on every interaction - and will be the primary voice of the ECI IT Department to our employees. This Technician will not solve every problem on their own – but work with a comprehensive knowledge base, other ECI Service Desk Technicians and other ECI IT Departments to assist and delight our employees.

This role is hybrid, based in the ECI Corporate HQ in Westlake, TX. You will need to be comfortable assisting end-users in person as well as in other countries via remote connection, messaging apps, email and phone.

Responsibilities will include but are not limited to:

• Provide end-users with a world-class experience by handling their requests and incidents in a timely basis with utmost customer service.

• Work with the Service Desk ticketing system to manage incoming incidents and requests as well as entering all work not entered in as a ticket.

• Work with users to verify information in tickets and adjust the ticket as necessary to help with identifying the reason for the ticket and improving reporting.

• Provide initial support by following work instructions and secondary support to employees by understanding the problem, developing a solution, and delivering that solution to the employee on their level.

• If necessary, escalate tickets to a qualified technician in Service Desk, another IT Group or another department within ECI. Otherwise, work closely with the Service Desk Manager for further troubleshooting.

• Create and maintain up-to-date work instructions within ECI’s Knowledge Base.

• Configure and deploy user hardware to employees.

• Perform occasional upgrades or repair of employee hardware.

• Manage internal systems that help with deploying, managing and securing ECI hardware and software.

• Able to understand, develop, work, complete and maintain IT-Service Desk projects outside the daily scope of work.

• Be capable of working with outside vendors to apply or change their services as necessary

• Provide training to Service Desk Technicians, as well as other departments and management when necessary

• Develop working knowledge of ECI’s ticket tracking software.

• Develop working knowledge of ECI’s Enterprise Service Desk policies and procedures.

• Follow-up with users to ensure complete resolution.

• Active role in team meetings providing status updates, insightful information, and recommending improvements of policies and procedures to management.

• Able to work overtime to complete tickets and projects and provide on-call support to employees when scheduled.

• Travel to office locations and group meeting locations to provide on-site support.

Knowledge, Skills, Ability, Education & Experience:

• Experience with Windows 10/11, Windows Server 2019/2022 and troubleshooting computer technology and/or software.

• Experience with identity multi-factor tools, such as Okta.

• Experience with Microsoft 365 administration.

• Experience with Microsoft Teams and Teams Rooms AV Conference Rooms

• Experience with Active Directory, Microsoft Admin portal, Microsoft Azure and Microsoft Intune.

• Excellent customer service attitude and demonstrate excellent verbal and written communication skills

• Demonstrate time management and problem-solving skills.

• Attention to detail and ability to collect and document detailed information.

• Ability to read/listen intently, empathize with employees and understand underlying concerns while remaining positive.

• Must demonstrate ability to maintain self-control while defusing stressful employee

situations.

• Ability to multi-task between multiple means of communication (i.e., phone, chat, email).

• IT-related education for hardware, software, security or systems is a plus.

#LI-CV1