technician - ii.

job summary:
The Technician is the first point of contact for the business partners of ETP. As such the Technician answers incoming calls, processes emails and web tickets and tracks all information in the ITSM tool. This includes software, hardware, network, telecommunication systems and basic desktop support matters. In the role, our technicians are responsible for determining the issue, escalating as required, working through a remedy, and then resolving the problem (either personally or through the broader ETP team). Individuals in this position may also install software, updates and upgrades on the computers, workstations and network. Technicians have direct access to our business and third-party community and are expected to treat these relationships with quality, care, and empathy that is consistent with the ETP and client Values.

 
 
location: Farmers Branch, Texas
job type: Contract
salary: $24.80 - 29.80 per hour
work hours: 8am to 5pm
education: Bachelors
 
responsibilities:
- Participate in on call rotation

- Provide accurate and timely updates to work tickets, incidents, and outages

- Develop a command of ITIL service management practices and customization made to client standards

- Learn and develop expertise in in-scope applications and platforms for areas supported (e.g., functionality,

data, reporting, administration, etc.)

- Receive, ticket, and route end user support issues

- Complete issue resolution

- Document all support outcomes, including resolution and notes

- Participate in updating service policies and procedures (where needed)

- Assist with commercial and custom system testing and debugging (new releases, features, etc.)

- Communicate status of issues to users (verbally or digitally)

- Learn and develop expertise in in-scope applications

- Provide the support to resolve incidents

- Maintain awareness of client system environment to ensure the highest level of service and support to the

organization

- Support and maintain knowledgebase with current standards and resolution procedures

 
qualifications:
- Bachelor's or Technical Degree (computer science, information systems, software engineering or other industry related curriculum).

- Strong communications skills (written and verbal)

- Demonstrated patience and empathy for user community

- Ability to follow instructions

- Strong networking skills, including an ability to leverage relationships to solve problems

- Strong problem-solving skills

- Strong time management skills (i.e. works efficiently)

- Delivers Results

- Change agent

- Collaboration/Teamwork

- Critical Thinking

- Analytical Skills


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.