Technical Helpdesk Sr. Specialist in Dallas, TX

The Technical Helpdesk Sr. Specialist acts a technical expert, demonstrating specialized mastery in resolving extremely complex problems or those requiring a unique technical skill or ability to deal with sensitive aspects of trade and assists less experienced staff in the application of technical concepts, practices and procedures. The incumbent will provide functional/task leadership over a team of technicians. The incumbent generally is a member of (or leads) a quick-response customer support team and advises Helpdesk Technicians on complex issues as they assist clients over the phone to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues. The incumbent works with extremely critical deadlines, and operates independently to resolve customer problems. The incumbent may be responsible for coordinating special projects and system upgrades. Routinely performs task guidance to less experienced staff. REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES* Ensures customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional/technical standards. Troubleshoots hardware, software and/or network operating problems. Briefs customers as well as management on the status of current resolution efforts and attend daily/weekly meetings. Maintains daily logs, turnovers, reruns, and equipment malfunction reports to ensure maximum service levels. Serves as technical advisor, providing front line telephone support for the system users with complex systems issues by resolving or conferring with the appropriate technical or systems personnel. Initiates tracking and reporting of maintenance, as well as recommends means for system improvement including procedural steps, increased training, and enhanced documentation. Works in coordination with production support gathering relevant information and updates the Help Desk as well as the customer on the advanced troubleshooting progress and how it may impact their business. Serves as a mentor to lower level helpdesk/support team technicians providing guidance during the troubleshooting process, training on new products and assist in the development of their skills. To Apply to this job go to http://www.GadBall.com or click here