Service Desk Specialist I

Location: Houston, TX

Position Summary

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.

Key Responsibilities

• 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.

Basic Qualifications

• 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.
• Valid Driver's License and ability to drive on behalf of company business.

Preferred Qualifications

• Construction Industry experience a plus.
• Company will provide additional training, as necessary.

Knowledge, Skills, and Abilities

• 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 & Work Environment

This office-based role requires frequent computer use and effective communication, with occasional travel to project sites as needed. Site visits may involve extended periods of standing or walking and required PPE, with potential exposure to heavy equipment, chemicals, dust, fumes, uneven terrain, and extreme weather.

This job description outlines the general scope of work and is not exhaustive. Employees may be assigned additional duties as needed. Requirements may be adjusted to accommodate disabilities, except where they pose a direct safety risk.

Perks and Benefits

Forgen offers a comprehensive benefits package, including medical, dental, vision, retirement plans, bonuses, paid time off, and more. We support a flexible work model for most non-craft positions and provide additional perks like education assistance, wellness programs, and employee awards.