Desktop Support Technician
With Delek US Holdings, Inc. in Dallas TX USMore jobs from Delek US Holdings, Inc.
Posted on November 07, 2019
About this job
Job type: Full-time
Role: Desktop Developer, System Administrator
The convenience store retail business is the largest 7-Eleven licensee in the United States and operates approximately 300 convenience stores in central and west Texas and New Mexico.
The Desktop Support Technician is one of the first points of contact for internal office users seeking IT assistance. Each technician should be able to walk into the environment and perform Tier 1 and 2 troubleshooting for hardware and software issues with premium customer service and communication skills. The technician will make every effort to learn Delek IT team structure and follow escalation processes for business-critical processes.
Predictors of Success
A strong predictor of success for a Desktop Support Technician is the proven ability to provide excellent customer service and time-efficient solutions.
Dependability –?Demonstrates effective and reliable troubleshooting techniques. Provides effective problem-solving skills with the ability to analyze problems carefully and conceptualize appropriate solutions. Capable of listening to the issue, formulating a solution following business processes and assisting the user to achieve the solution.
Communication skills –?Polished; good listener; excellent written and oral communication skills. Ability to exercise strong cross-functional relationships.
Collaboration –?Demonstrates a willingness and ability to work with and through others; able to forge effective working relationships with various parties and encourage them to work together toward common goals. Experience working cross-functionally with all areas of IT with demonstrated collaboration & teaming skills.
Ownership –?Self-starter who takes initiative and ownership with a proven track record of putting ideas into practice and assessing results while maintaining strong business partnerships in a dynamic and fast-paced environment
Values –?A hard work ethic and high energy level; honest and straightforward; outstanding integrity.
How it's Done
This resource will be taking 100+ phone calls/week and handling hardware and software issues for Delek employees. This position will be 95% remoting into internal users' systems. Hardware troubleshooting will deal with PC's, desktops, printers, copiers, etc. Software troubleshooting will deal with Windows 7/10, MS Office Suite, Office 365, etc. This person needs to be able to dig deeper into the issue at hand and resolve unique problems. The shift is standard hours, Monday-Friday 8-5. They may be expected to be on call after hours for phone support (this will be scheduled in advance).
What is needed
- 1+ years of Desktop Support experience 50% of which includes face to face contact with users.
- Basic knowledge of Active Directory
- Experience troubleshooting Windows 7/10
- Basic knowledge of networking and Tier 1 troubleshooting
- Basic Office 2010/2013/2016 knowledge
- O365 troubleshooting
- Strong customer service/phone presence
- Analytical thinking skills
- Basic understanding of computer hardware and software including command prompt
What is Preferred
· Procurement experience
· Working for a 3rd party repair service
· Basic knowledge of PowerShell or willingness to learn
· Advanced Windows 7/10 knowledge
· Advanced Office 2010/2013/2016 knowledge and troubleshooting
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, or any other characteristic protected by law. Equal Opportunity Employer/Disabled/Veterans.