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IT Help Desk/Customer Service Center Tech - NASA Houston

Company: MORI Associates, Inc.
Location: Houston
Posted on: May 5, 2021

Job Description:

Take your career to new heights. Come join us at MORI Associates and help us support the most exciting projects at NASA. As an IT Help Desk/Customer Service Tech, you will be part of a dedicated team of diverse professionals creating and supporting cutting edge solutions for our client's critical missions. MORI is a mid-sized nationwide company founded in 1997 with the ideals that creating an agile organization full of innovative and passionate people will progress science and technology for all life on earth. We focus on offering a complete range of services from strategic consulting to the development of Information Systems and providing advanced engineering solutions. Now, let's see if this opportunity is the right challenge for you. Customer Service Center Technician Job Description This position is in the Engineering Customer Service Center, which is an IT Help Desk in the Engineering Directorate. This person provides technical support and documents issues to elevate to other support areas. Members of the service center are the initial point of contact for internal customers seeking assistance and support with end user's workstations, printers, user account configuration, software issues, network drive mapping, use of A/V equipment, conference room technical support, IT purchase assistance, etc. Duties: This position will be responsible for the following: * Monitoring the service center phone lines and email inbox and respond to customer requests as well as working with walk in customers. * Enter customer support tickets and documenting the necessary information for the customer support ticket. * Providing tier 1 and tier 2 support for customer service issues within the scope of the customer service center. * Assigning support tickets to the appropriate group for customer service issues outside the scope of the customer service center. * Documenting ticket resolution and updating knowledge database. Qualifications: * Ability to work in a fast-paced work environment and troubleshoot complex systems. * Ability to adapt to changing work environments. * Ability to effectively prioritize work and meet deadlines. * Effective oral and written communication skills. * Effective deductive reasoning and troubleshooting skills. * Excellent interpersonal skills and a customer service focused attitude. * Ability to work effectively in a team environment. * Ability to learn new systems and environments and adapt existing knowledge to new platforms. Desired Experience: * At least 4 years of experience in an IT customer support or technical services environment. * Experience working with various hardware systems, such as workstations, laptops, monitors, printers, hand held devices, and various other peripherals. * Experience with Windows, MAC, IOS, MS Office, SharePoint and other common user desktop tools. * Knowledge of NASA, JSC is a plus, especially in the engineering directorate. Representative performance Expectations, include but are not limited to: * Customer Service Center Technicians are expected to work with the rest of the service center team to provide an excellent level of customer service and meet the service level agreements and customer service metrics outlined in the COMIT contract. * The Customer Service Center coordinates with various other groups both contractor and civil servant to ensure that the customer's requirements are met. * Customer Service Center Technicians are expected to follow existing processes and procedures, and also identify potential process improvements to increase efficiency and/or reduce costs. * Customer Service Center Technicians are expected to manage their workload and coordinate with other team members to ensure an excellent level of customer service. Education: * High School Diploma with ten years of experience; Associate's Degree from an accredited college or technical school with six years of experience; or a Bachelor's Degree with two years of experience; or equivalent combination of education and experience. This job description is not intended to imply that the duties identified above are the only duties to be performed by employees in this position. Employees may be required to perform other job duties as requested, subject to applicable state and federal laws. Further, this job description or certain job functions described herein may be subject to modification, as determined by the company and in accordance with state and federal laws. Mori Associates is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

Keywords: MORI Associates, Inc., Houston , IT Help Desk/Customer Service Center Tech - NASA Houston, Other , Houston, Texas

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