Help Desk Technician – Fort Worth, TX

RTP Company, headquartered in Winona, Minn., is a global compounder of custom engineered thermoplastics. The company has over 20 manufacturing plants located in the United States, Mexico, Europe, Singapore and China. RTP Company’s engineers develop customized thermoplastic compounds in over 60 different engineering resin systems for applications requiring color, conductive, elastomeric, flame retardant, high temperature, structural, and wear-resistant properties.

We are currently seeking a Help Desk Technician for our Fort Worth, TX facility. The Help Desk technician is the primary contact at the Help Desk for incoming emails, phone calls, and tickets. The individual in this position will interface with internal customers and other IT personnel. They will be responsible for the maintenance of IT inventory and the Help Desk ticketing system.

The ideal candidate will exhibit knowledge and possess the skills as listed:

  • Provide Level 1 support on computer issues
  • Monitor logs/reports and open tickets as necessary for identified issues
  • Filters Help Desk calls/emails and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions
  • Provides ticket routing and escalation to Level 2 and Level 3 support. May also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed
  • Gathers and analyzes information about the user’s issue and determines the best way to resolve their problem
  • May also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented
  • Maintain IT assets database
  • Provide reporting on open/closed tickets, assets

Qualifications:

  • Must have bachelor’s degree in computer science or equivalent experience
  • Must have knowledge of computer hardware (desktop, laptop, etc.)
  • Must have Windows experience (XP, 7+)
  • Must have working knowledge of Microsoft Office Products
  • Must have experience with smart phone configuration (email, preferences, etc.)
  • Must have strong communication skills
  • Must have strong troubleshooting ability
  • Must be able to work independently
  • Prior Help Desk experience preferred

For immediate consideration please apply online.

Affirmative Action/Equal Opportunity Employer

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