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Posted November 26th

Technician Service Desk

Dallas, Texas


Southern Glazer's Wine & Spirits logo

Employer

Southern Glazer's Wine & Spirits

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Distributor

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Posted November 26th

Technician Service Desk

Dallas, Texas

Overview

The Technician Service Desk is the first point of contact for the business partners of ETP.  As such the Infrastructure Technician answers incoming calls, processes emails and web tickets and tracks all information in the ITSM tool.  This includes software, hardware, network, telecommunication systems and basic desktop support matters.  In the role, our technicians are responsible for determining the issue, escalating as required, working through a remedy, and then resolving the problem.  Individuals in this position may also install software, updates and upgrades on the computers, workstations, and network.  Technicians have direct access to our business and third-party community and are expected to treat these relationships with quality, care, and empathy consistent with the company’s Values.

Primary Responsibilities

  • Develop a command of ITIL service management practices and customization made to SGWS standards
  • Learn and develop expertise of in-scope applications and platforms for areas supported (e.g., functionality, data, reporting, administration, etc.)
  • Service Desk Support roles will receive, ticket, and route end-user support issues and work to complete Level I issue resolution for systems and platforms
  • End User Computing roles will provide the first level of support to resolve incidents involving infrastructure and client technology, including but not limited to client hardware/software, printers, and network components
  • Document all end user support outcomes, including resolution and end user notes and communicate status of issues to users/customers (verbally or digitally)
  • Support remote users and VPN client connectivity as required
  • Perform other job-related duties as assigned

Location
Dallas, Texas