Service Desk Specialist I

Company: Forgen
Location: Houston
Posted on: February 11, 2025

Job Description:

Forgen is dedicated to building a better future-For Generations.Location: Houston, TX
Employment Type:Exempt, Regular, Full-Time
Manager Position: No
Reports To: IT Manager or designee
Travel: Up to 15%
Summary of Functions
This role is the initial point of contact for technical support. The primary responsibility is to assist end-users with computer hardware and software issues. This includes diagnosing problems, providing advice, categorizing and recording queries, and escalating unresolved issues. Additionally, handling the deployment, tracking, and management of employee computer assets. Responsibilities involve regular communication with users over the phone, through email, and via remote fault-finding programs. The focus is on ensuring users can return to work smoothly, addressing user rights, passwords, accounts, and basic-level security administration.
Essential Duties and Responsibilities

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• Embrace Forgen's Core Values in all aspects of the job.
  
• Expertly identify and diagnose technical issues and problems reported by end-users.
  
• Provide clear and actionable advice to users on steps to take in addressing their concerns.
  
• Systematically categorize and record reported queries to facilitate effective issue tracking.
  
• Escalate unresolved issues to ensure timely and effective resolution.
  
• Efficiently deploy, track, and manage employee computer assets.
  
• Perform additional assignments and special projects as directed.
  
  Experience/Education
  
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  • One to three years of technical support experience.
    
  • Bachelor's degree in computer science, information technology, or related field preferred. In lieu of degree, equivalent experience required.
    
  • Experience using metric-based service management systems and Microsoft 365 products.
    
  • Construction Industry experience a plus.
    
  • Valid Driver's License and ability to drive on behalf of company business.
    
  • Company will provide additional training, as necessary.
    
    Knowledge, Skills, and Abilities
    
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    • Effectively question users to establish symptoms.
      
    • Follow guidelines and applies basic product knowledge to resolve user requests.
      
    • Escalate unresolved incidents with details.
      
    • Identify and classify incident types and service interruptions to build the knowledge system.
      
    • Record incidents in the service management system, cataloging them by symptoms and resolutions.
      
    • Ensure service delivery following established service level agreements (SLAs).
      
    • Act under guidance to record and track reliability data against the SLA.
      
    • Share information with team members to help them become more effective.
      
    • Accurately and carefully follow established procedures.
      
    • Check work to ensure it is complete and free from errors.
      
    • Act promptly to correct quality defects.
      
    • Respect and value others and be sensitive to different opinions and perspectives.
      
    • Be responsive to changing team priorities.
      
    • Knowledge of logical and reasonable troubleshooting steps.
      
    • A subject matter expert on computers and software among peers.
      
    • Excellent computer skills including knowledge and experience with Microsoft Office, Outlook, and Excel.
      
    • Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow.
      
    • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
      
    • Above average oral and written communication skills, along with creativity applied to resolution of issues.
      
    • Highly proactive and responsive to internal and external customers.
      
    • Good problem-solving skills/decision-making skills.
      
    • Strong attention to detail.
      
    • Commitment to excellence and high standards.
      
    • Ability to work with all levels of management.
      
      Physical Demands
      The following physical activities or abilities are commonly, but not always, associated with the performance of this position. The actual requirements of this position will vary.
      
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      • Ability to communicate effectively with vendors, management, and other co-workers, both individually and in front of a group is important.
        
      • Regular use of the telephone and email for communication is also essential.
        
      • Sitting for extended period is common.
        
      • No heavy lifting is expected. Exertion of up to 25 pounds of force occasionally may be required.
        
      • Good manual dexterity for the use of common office equipment such as computers, calculator, copiers, and fax machines.
        
      • Good reasoning ability and decision-making is important.
        
      • Able to understand and utilize management reports, memos, and other documents to conduct business.
        
        Primarily an office position. Occasional site visits and field project visits may be required. Travel to offices and projects in various locations around the country as needed. The following physical activities or abilities are commonly, but not always, associated with site visits.
        
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        • Be able to stand or walk on a project site for extended durations.
          
        • When on project sites or if performing some types of work activity wear all required Personal Protective Equipment (PPE) including, but not limited to, earplugs, protective eyewear, gloves, hard hat, steel toed work boots, and high visibility safety apparel.
          
          Work Environment
          The job is primarily performed indoors in a traditional office setting and occasionally outdoors at construction sites.
          The following environmental/atmospheric working conditions are commonly, but not always, associated with the performance of this position. The actual working conditions will vary.
          
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          • Job Site environment, including, but not limited to, machines, tools, heavy equipment, chemicals, solvents, dust and fumes.
            
          • Occasional exposure to extreme weather conditions.
            
          • Uneven ground.
            
            Perks and Benefits
            Forgen offers a comprehensive benefits package including medical, dental, vision, a retirement plan, employer paid short-term disability, accident insurance, and more. We also reward our employees' hard work with bonuses, vacation, and paid holidays. We believe in a flexible work environment work model for most non-craft positions. As an added bonus, we also offer an awards program, education assistance program, and a robust wellness program.

Keywords: Forgen, Houston , Service Desk Specialist I, Other , Houston, Texas