Help First American Payment Systems continue to be a leader in the credit card processing industry by acting as a Help Desk Analyst. The Help Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks.  This includes receiving, prioritizing, documenting, and actively resolving end user help requests.  Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level, including the installation and maintenance of PCs, printers, monitors and telephone desk sets.  This position is located at our Carrollton location.

Responsibilities

·          Field incoming requests from end users via telephone, e-mail and the SmartTicket web-based ticket system in a courteous manner. 

·          Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

·          Build rapport and elicit problem details from help desk customers.

·          Prioritize and schedule problems.  Escalate problems (when required) to the appropriately experienced analyst, engineer or developer.

·          Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

·          Apply diagnostic utilities to aid in troubleshooting.

·          Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

·          Identify and learn appropriate software and hardware used and supported by the organization.

·          Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

·          Install and configure desktop software.

·          Install vendor-provided patches to servers.

·          Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

·          Test fixes to ensure problem has been adequately resolved.

·          Perform post-resolution follow-ups to help requests.

·          Evaluate documented resolutions and analyze trends for ways to prevent future problems.

·          Develop help sheets and frequently asked questions lists for end users.

Position Requirements

·          1 year equivalent work experience in help desk or desktop technical support.

·          Experience with desktop and server operating systems, including Microsoft Windows 2000, Microsoft Windows 2003, and Microsoft Windows XP.

·          Extensive application support experience with Microsoft Office.

·          Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.

·          Exceptional written/oral communication skills as well as customer service skills.

·          Experience working in a team-oriented, collaborative environment.

·          Knowledge of basic computer hardware, including PCs, network-attached printers and Ethernet switches.

·          Strong documentation skills.

·          Ability to conduct research into a wide range of computing issues as required.

·          Ability to absorb and retain information quickly.

·          Ability to present ideas in user-friendly language.

·          Highly self motivated and directed.

·          Keen attention to detail.

·          Proven analytical and problem-solving abilities.

·          Ability to effectively prioritize and execute tasks in a high-pressure environment.

·          Experience supporting user account management with Microsoft Active Directory.

Desired, but not required

·          Certifications such as CompTIAÒA+, Network+ and Help Desk (HDA) Certification desired.

·          Experience with administration of PBX systems desired.

We recognize people as our most valuable asset. We offer competitive pay with a bonus incentive plan, a benefits package that includes paid medical, dental, and vision insurance, paid vacation and holidays, matching 401K, a casual work environment and more!  We are located in Downtown Fort Worth and offer company-paid parking. If you are ready to work for a rapidly growing Fort Worth company, please email your resume with salary requirements to jobs@first-american.net . EOE M/F/D/V