Helpdesk Technician I

Arcis Golf - Corporate Office - Dallas, TX

Arcis Golf team members thrive on anticipating needs, forging connections, and elevating experiences for our team, members, and guests. We are an inclusive team of unique individuals who show up each day with a grateful spirit, humble heart, and a genuine respect for one another.

Provide technical support to users experiencing computer and network hardware and software issues. Track, route, and escalate issues as needed. Utilizes critical thinking and communication skills while providing excellent customer service skills. Provide detailed information during interactions with documentation in service desk system.

Duties and Responsibilities

• Tier 1 technical support via phone, email, and ticketing system submissions.
• Troubleshoot hardware and software related technical issues.
• Respond to emergency situations as needed and properly follow escalation paths.
• Prepare written materials (e.g. reports, ticket notes, emails, etc.) for the purpose of documenting activities and/or conveying information.
• Image and deploy point of sale and laptops to end users utilizing imaging software and tools.
• Consult with IT Management and other departments as needed.
• Install, configure, and replace hardware (e.g. printers, scanners, workstations, phones, etc.).
• Install, configure, and replace a wide array of software.
• Resolve service requests via ticketed submissions within allowable time.
• Package, ship, and track all shipments to and from remote office locations.
• Collaborate with Information Security and Infrastructure teams to ensure all systems are compliant with company standards.
• Perform other duties or special projects as assigned by management.

Key Competencies:

• Proactive thought process and communication.
• Critical thinking and analytical troubleshooting.
• Aptitude and desire to learn new technologies.
• Strong organization and note taking skills.
• Strong verbal/written communication, time management, phone etiquette, and conflict resolution skills.
• Strong problem-solving skills.

Candidates with ManageEngine ServiceDesk Plus, Endpoint Central, or ticketing RMM tools will be strongly preferred

Minimum Qualifications

• Associate degree or 2+ years of relevant experience in a customer focused position involving technical knowledge of a company’s products and services.
• Experience with Exchange, Active Directory is preferred.
• Experience installing printers, including print server management, is preferred.
• Experience with desktop software Microsoft Office, Outlook, Excel, Word, Adobe Acrobat Reader, and other software is required.
• Experience with ManageEngine is highly desirable.
• Accredited technical certifications are preferred.
• Microsoft Operating System experience is required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major responsibilities.

While performing the duties of this job, the employee is regularly required to sit, stand, or walk; use hands to finger, handle, or feel; reach with hands and arms; stoop or bend; and talk or hear. The employee must occasionally lift and/or move up to 50 lbs. Must have appropriate vision to see up close, and at a distance with ability to adjust vision and focus.

Position Type/Expected Hours of Work

This is a full-time position, we have locations across all time zones, hours of operation may vary depending on needs, days and hours of the office are Monday through Friday, 6:00 a.m. to 7:00 p.m. CST. This position might require after-hours and weekend work and on-call rotation.

Arcis is a hybrid environment which requires to be in office at least 3 days a week. During the first 60 days you would be required to be in the office 5 days a week and depending on projects the 60 days may be extended.

Arcis Golf provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Arcis participates in E-Verify, the government program that certifies an employee's right to work for us in the U.S.