IT Service Desk Representative (On-Site)

At LCRA we are looking for an IT Service Desk Representative to provide resolutions to basic computer hardware and software problems based on detailed processes and procedures. As a part of LCRAs Digital Services team your expertise will help support an organization that strives to enhance the quality of life of the Texans we serve. Service Desk representatives at LCRA develop their own technical skills may work with other IT teams to resolve issues raise problems to higher level technical support professionals when needed and recommend systems modifications to improve user experience. We promote IT proficiencies by performing structured work assignments and providing instruction mentorship and direction from supervisors managers and knowledgeable colleagues.

You will be trusted to:

- Respond to a diverse range of calls and interactions with employees. Function as tier 1 support for end-user computing service requests directed to the Information Technology (IT) Service Desk.

- Investigate incidents and restore routine technical and equipment services by analyzing identifying and diagnosing faults and symptoms using established procedures.

- Log calls problem information and action into an incident tracking systems.

- Maintain knowledge and call tracking databases to improve quality and efficiency of incident and problem management.

- Keep aware of innovations changes to corporate systems and stay up to date on technical tools and training to ensure high quality support.

- Work in a team setting sharing information and assisting others with calls.

- Participate in annual audits related to system access reports.

- Provide after hours/on-call support as assigned.

You qualify with:

- Zero or more years experience in performing basic to moderately complex hardware and software support using problem solving/troubleshooting skills or relevant experience.

You are a great fit with:

- Minimum one year of Active Directory experience
- Experience in working with ServiceNow ticketing system or similar
- Knowledge of IT concepts practices and procedures and resolving inquiries/incidents
- Knowledge of Microsoft office applications
- Skill in providing customer service
- Skill in analyzing and solving problems
- Skill in verbal and written communication
- Skill in listening to users problems prioritizing needs and explaining technical solutions in user-friendly terms
- Skill in resolving complex technical issues and using good judgment as to when to refer problems to senior staff or vendors
- Intermediate skill in computer software programs such as incident management software user account management software email and Microsoft operating systems
- Ability to work efficiently and independently with minimal direction
- Works well as a member of a team

You gain:

- Competitive salary & medical dental vision and legal insurance

- Paid time off including time for vacation sick and family care leave

- 401(k) match up to 8% that includes a student loan 401(k) contribution program option

- Life and disability insurance

- Wellness program including wellness incentive

-Extensive learning & development programs

And more - all to create a compelling and rewarding work environment.

Equal Opportunity Employer

LCRA provides equal employment opportunities and a work environment free of discrimination and harassment. All employment decisions at LCRA are based on business need job requirement and individual qualifications without regard to race color religion gender identity national origin age disability sexual orientation genetic information or veteran status in accordance with applicable federal and state legal requirements governing nondiscrimination in employment.

LCRA is committed to working with and providing reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process can contact LCRA Human Resources or email . Reasonable accommodations will be determined on a case-by-case basis.