HelpDesk Support
at Delta Dallas

Date Posted: 9/4/2020

Job Description

System Specialist III (SS III) responsibilities include, answer calls and escalations from the help desk system, develops and maintains documentation, leverages proven methods, and solutions as well as provides a high level of service and technical expertise to all end users who need support.

The SS III also assists project teams in defining needs, and technical requirements for project related infrastructure and technology design; and supporting operations staff in executing, testing and rolling-out solutions.

Essential Function

  • Operations and Support
    • Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
    • Perform regular security monitoring to identify any possible intrusions.
    • Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.
    • Create, change, and delete user accounts per request.
    • Provide escalation response and resolution for tier I-II support request from internal/external sources.
    • Repair/recover/coordinate/communicate with IT leadership and impacted constituencies when outage occurrences do happen.
    • Resolve any and all help desk tickets.
    • Prioritizing escalations from VIP users.
    • In partnership with help desk identify, fix/escalate tickets depending on the issue.
    • Address walk up help requests by local staff.
    • Resolve remote support requests by field staff.
    • Create, change, and delete user accounts per request.
    • Ensure ticket performance metrics are met
    • Resolve IT related problems quickly.
    • Escalate any that are close to exceeding metrics.
    • Communicate technical solutions effectively to people with varying degrees of knowledge.
    • Mobile device management (MDM) suite.
    • Add/Maintain/Remove existing equipment as needed.
    • Build and deploy packages/policies
  • Maintenance
    • Maintain Office 365 licensing, accounts, and services.
    • Create, edit, delete Active Directory and Azure Active Directory accounts as well as third party application accounts.
    • Maintain cloud environment, infrastructure systems, and monitoring of equipment to include patching, company software upgrades, and configuration as necessary.
    • Maintain operational, configuration, or other procedural documentation to include process and procedures for new hires, for infrastructure changes, and daily technical how to.
    • Maintain security related systems and monitoring per training and documentation given.
  • Other Functions
    • Other duties as determined by the Director of Infrastructure.

Job Snapshot

About Us

Delta Dallas helps companies succeed by providing leadership and staffing expertise through customized recruiting programs. Our staffing solutions include administrative, accounting, and financial roles, as well as workforce management, workforce analytics, and skills-based training solutions. Beyond filling positions, we're committed to bringing employers and employees together for a more productive future.

Delta Dallas' award-winning team was recently recognized by the Texas Association of Personnel Consultants (TAPC) as the number one Temporary/Contract Service Administrative Team and number one in the Highest Revenue Increase category by the National Independent Staffing Association (NISA). For over 30 years, Delta Dallas has provided innovative staffing solutions for hundreds of companies in the Dallas/Fort Worth area.

Whether you're looking for full-time or supplemental (temporary) employment, better pay or more responsibility, or just a change of scenery- we can help you find the opportunity that's right for you. Our recruiters and staffing specialists will connect you with great companies and provide you with the resources and opportunities to help you achieve success. 

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