Overview
Help Desk Support II Jobs in Beaumont-Port Arthur Area at Teal Energi
Title: Help Desk Support II
Company: Teal Energi
Location: Beaumont-Port Arthur Area
Position: IT Support Technician II
Location: Beaumont – Port Arthur
Summary:
The IT Support Technician (Level 1) provides first-level technical support to end-users, delivering prompt and professional assistance via telephone, email, and chat. This role is responsible for troubleshooting and resolving a wide range of hardware, software, and voice/data communication issues while ensuring accurate documentation and timely resolution of service requests. The position requires strong customer service skills, technical proficiency, and the ability to escalate issues appropriately to ensure a positive end-user experience.
Job Duties:
End-User Support
- Provide first-level IT support to all end-users via telephone, email, and chat
- Respond to service requests in a professional, timely, and customer-focused manner
- Diagnose, troubleshoot, and resolve hardware, software, and voice/data communication system issues
Incident Management and Escalation
- Escalate incidents to higher-level support teams when issues cannot be resolved at the first level
- Follow established escalation procedures to ensure continuity of service
- Monitor progress of escalated tickets and communicate updates to end-users
Ticketing and Documentation
- Create, update, and maintain concise, accurate, and informative service tickets
- Document troubleshooting steps, resolutions, and technical findings clearly
- Follow up on all assigned tickets and pursue issues through to full resolution
Systems and Technology Support
- Support desktop and laptop computers, printers, and peripheral devices
- Assist with operating systems, application software, and basic network connectivity issues
- Maintain a broad working knowledge of commonly used IT systems and tools
Job Requirements:
- Experience providing first-level IT or technical support in a service desk or help desk environment
- Proficiency using ticketing systems to log, track, and resolve service requests
- Experience writing technical support reports and user-facing documentation
- Broad knowledge of popular operating systems, application software, and desktop/laptop hardware
- Working knowledge of printers, peripherals, and basic networking concepts
- Strong verbal and written communication skills
- Ability to manage multiple tasks, prioritize workload, and follow issues through to resolution
