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Service Desk Specialist

FirstCash

Service Desk Specialist

Fort Worth, TX
Full Time
Paid
  • Responsibilities

    Job Description

    PURPOSE OF ROLE

    The Service Desk is a frontline troubleshooting department for all of our store locations. We troubleshoot software applications, hardware, network, video and telephone systems and services. In addition, this position is responsible for the repair, remote support, and installation of all PCs, video equipment, printers, peripherals and network devices. This position requires travel to store locations to install or remove equipment for various locations within the United States.

    SPECIFIC JOB DESCRIPTION

    • Providing technical support to customers, troubleshooting hardware and software issues by phone.
    • Respond to questions from callers and remotely assist with technology problems.
    • Follow standard operating procedures; accurately logging all help requests using call tracking software.
    • Accept general responsibility for maintaining software/hardware installations within corporate policies.
    • Escalates incidents to a higher level technical support group only when necessary.
    • Conducts customer satisfaction call-backs and ensure that all resolved tickets are closed.
    • Facilitates and carries out communication of service outages, both planned and unplanned.
    • Provides support to end users on a variety of issues.
    • Identifies, researches, and resolves basic technical problems.
    • Documents, tracks and monitors the problem to ensure a timely resolution.
    • Travel is required
    • All other duties assigned by the leadership team.

    TYPICAL MINIMUM EDUCATION & EXPERIENCE; KNOWLEDGE/SKILLS/ABILITIES REQUIRED

    • High School diploma or GED with 1-4 years of IT related experience.
    • Must be able to work evenings and weekends as part of a rotating schedule and/or as dictated by business needs. Team hours of operation are 7am to 9pm Mon – Fri, 7am to 8pm Sat, 10am – 6pm Sun.
    • Customer service, Service Desk or Help Desk experience in a corporate environment is a plus.
    • A+, Network+, MCP or MCSA Certifications is a plus but not required.
    • Experience in pawn, loan, banking, or consumer finance preferred
    • Basic knowledge of business standard software: MS Office, O365, Anti-virus, Windows 7, Windows 10, and VPN.
    • Basic hardware troubleshooting and repair of desktop PCs, laptops and PC peripherals
    • Knowledge of basic network concepts and technologies as well as remote support of Network and POS systems.
    • Availability for occasional business travel preferred

    Job Type: Full-time