IT ServiceDesk Technician

Location: 100% onsite in San Antonio. Remote or hybrid arrangements will not be considered.

Education: Associate’s degree in computer‑related studies or equivalent experience required.

Experience: 1–3 years in customer service or technical support required.

Responsibilities

• Answer all incoming helpdesk phone calls.
• Create tickets and connect callers with a helpdesk technician when necessary.
• Assign incoming IT requests to helpdesk technicians.
• Maintain records to ensure equivalent workloads among technicians.
• Assign incoming requests to other support groups (HR, Finance, etc.).
• Complete information‑only requests.
• Perform basic process requests such as password resets, terminations, etc.
• Monitor for patterns or trends indicating systemic problems.
• Monitor VIP requesters and urgent issues.
• Delete spam/junk/sales tickets.
• Forward the helpdesk line to the on‑call technician at end of business each day and remove forwarding each morning.
• Take notes on all department meetings.
• Adhere to company policies, including attendance, punctuality, and HIPAA confidentiality requirements.
• Utilize helpdesk analytics to track performance metrics and maximize efficiency.

Measurable Deliverables

• Eliminate missed calls to the helpdesk.
• Ensure timely assignment of requests in order of submission.
• Maintain record keeping to balance and assign workload of incoming tasks.

Requirements

• Ability to work independently and in a dynamic environment.
• Strong communication, interpersonal, and analytical skills.
• Desire to provide excellent customer service to internal (and potentially external) users.
• Working knowledge of Microsoft operating systems and applications.
• Ability to manage high call volume without missing calls.
• Applicants must be authorized to work for any employer in the U.S.; the company cannot sponsor employment visas.

Other Responsibilities

• Other job duties as assigned.