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Service Desk Engineer

Irving, TX 75062

Posted: 02/01/2024 Employment Type: Contract Job Number: 2988 Remote Friendly: Hybrid

Job Description

Service Desk Engineer
Irving, TX
6+ Month Contract (potential for hire)

We have an exciting new job opening for a Level 2 Service Desk Engineer.  This individual will work on-site at our global client’s North American headquarters in Irving, Texas.  Under the guidance and direction of the IT Service Desk Manager, this position will be responsible for providing both level 1 and level 2 phone support solving technical problems that arise within our user community.

  • Provides primary 1st tier phone support
  • Provides primary 2nd tier phone support
  • Provides backup support for unscheduled system status updates
  • Provides input/suggestions for updates to knowledge base article
  • Ensures personal phone is logged out at the end of the day (last analyst out checks queue to ensure that all analyst are logged out)
  • Attends staff meetings
  • Provides primary support for self-service processing
  • Reads and adheres to all KB Articles, SOP, and other critical communication updates & additions through received email/
  • Utilizes all Service Desk resources (Internal/External website, KB Articles, SDE action steps, Tier 2, SME, Team Leads)
  • Answer customer ACD calls according to established processes and procedures
  • Strive to meet or exceed expected performance goals consistently
  • Knowledge of O365, WIN 10, TEAMS
  • Identity Access Management Tools
  • Network Monitoring Tools

  • 5+ years of Service Desk experience
  • Experience with Microsoft Office 2010/2013, Office 365 is a plus, Windows 7, Windows 10, Citrix Environment, ITIL Foundations Support and Delivery processes is a plus, Understanding of SLA’s and KPI’s, TCP/IP, VPN, and other desktop support utilities
  • Experience meeting first call resolution, abandoned rate, average talk time and other key performance metric goals and objectives
  • A unique blend of skills and aptitude capable of maintaining a positive and professional attitude in what can be a sometimes stressful environment.  IT Service Desk Tech II’s will address the full spectrum of support issues presented to them with little frequency of escalation
  • Excellent communicator, both written and verbal
  • Exceptional ‘soft skills’ that convey a sense of trust, competency, control and ownership with all customers
  • Active Directory administration
  • PC hardware and peripherals troubleshooting

**To view all of our open positions, please visit:

Meet Your Recruiter

Megan Holcomb
Senior Account Manager and Recruiting Supervisor

Megan serves as Senior Recruiter and Account Manager for Alleare Consulting.  She combines her knowledge and experience in working with numerous individuals with a strong passion and sense of urgency for our clients. Her desire to match the right person to the culture, core values, and business strategies of our clients has enabled Megan to maintain an extremely high level of client satisfaction.

Mrs. Holcomb holds her Bachelors in Marketing from the University of North Texas and also served as a Kilgore College Rangerette at Kilgore Junior College.

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