Helpdesk Support Services Specialist

Veracity is a business and technology consultancy that specializes in optimizing companies’ business performance and navigating change. Our experienced team of strategic thinkers, solution experts, and problem solvers work flexibly and collaboratively with our clients to understand their business objectives to drive results. We are also guided by our core values and purpose, which includes being transparent, curious, and humble while ensuring our clients, employees, and communities all thrive.

Currently, we are searching for a Helpdesk Support Technician to join our team ON SITE, in Dallas, TX.

The Helpdesk Support Technician will be responsible for supporting all approved hardware and software assigned to staff via phone and deskside.  This person will be responsible for supporting all community equipment (e.g., Lexmark network printers, some HP, Dell Laptops, scanners, etc.), as well as computer imaging, configuration, troubleshooting and installation. Ad-hoc support also includes end-user support for all standard hardware and software:

Job Responsibilities:

• Utilize ServiceNow ticketing system for managing service requests
  
• Assist in the some Tier I call intake
  
• Escalate and coordinate/manage all internal and external stakeholder efforts as it relates to an incident ticket.
  
• Configure, install, troubleshoot, repair, update and maintain all desktops, laptops, mobile devices, and all other approved technology peripherals
  
• Escalate and manage all internal and external stakeholder incident tickets
  
• Support Microsoft O365 Government Cloud services for e-mail, calendaring, meetings, and web-based applications
  
• Provide imaging via SCCM and configuring new computers, BIOS Setups, deploying web-based applications and other IT equipment.
  
• Hardware/Software troubleshooting – desktop, laptops, monitors, and peripheral, some ad hoc training, configuration of software connectivity to the Domain.
  
• Support and setup standard conference room equipment including a projector display, AV control touch panel, video teleconferencing unit, VOIP phone and conference phones, workstation setup physical and available network.
  
• Support individual users with software updates, group policy, and iPhone help
  
• Collaborate with engineering teams to provide technical assistance and support resolving hardware / software related issues
  
• Support Avaya soft phone in setting up user’s phone and escalate issues
  
• Serve as the first point of contact in monitoring, troubleshooting, and configuring VOIP and Voicemail setup
  
• Assist in developing and documenting process improvements and creating and updating KA’s and SOP’s.
  

Minimum Job Qualifications:

• 3+ years Helpdesk / Deskside / Technical Support experience
  
• Experience escalating help tickets
  
• Familiarity with MDT imaging system and checklists, and standard COTS software support
  
• Familiarity with Microsoft Active Directory – setting up users and adding computers to the domain.
  
• Exposure to WAN / LAN network connectivity for providing users access to agency systems throughout the nation
  
• Experience with Microsoft Defender, and Endpoint Security antivirus software used for workstation / server security.
  
• Superior time management skills for tickets and other duties
  
• Capable of working productively with minimal supervision
  
• Willingness to go above & beyond with a varied task load
  
• Regular and predictable attendance
  

To be considered an applicant for a position, you must: (1) complete the application in full; (2) apply for a specific, available position; and (3) meet all stated minimum qualifications.  Applications that are incomplete or are submitted for "any" position will not be considered.   Applicants are good for 90 days.  If you are not selected within 90 days of submission, and remain interested in a position, you must submit a new application. 

Veracity Consulting provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to disability or status as a protected veteran and any other characteristics protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact Human Resources at hr@veracityit.com and let us know the nature of your request and your contact information. Requests will be considered on a case-by-case basis.

In addition to federal law requirements, Veracity Consulting complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

No 3^rd parties, please.