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White Cap Service Desk - Level II Technician in Texas

A position at White Cap isn’t your ordinary job. You’ll work in an exciting and diverse environment, meet interesting people, and have a variety of career opportunities.

The White Cap family is committed to Building Trust on Every Job. We do this by being deeply knowledgeable, fully capable, and always dependable, and our associates are the driving force behind this commitment.

Job Summary

Ensure operational efficiency of all company locations by providing Level 2 support for all computing hardware and software. Troubleshoot all technical issues escalated by Level 1 Agents.

Major Tasks, Responsibilities, and Key Accountabilities

  • Responds to inbound phone calls, email, or web tickets; provides proactive service in the diagnosis and resolution of all incidents, problems, and requests for all existing computer hardware and software, output devices, mobile devices, and ERP applications.

  • Works to meet agreed Service Level Agreements.

  • Ensures the Help Desk maintains a high level of customer service. Trains and mentors Help Desk Analysts.

  • Makes recommendations to streamline support processes. Maintains knowledge base.

  • Assists in the coordination of IT support to ensure that problems are resolved promptly and effectively by accurately escalating incidents to correct level 2 support when appropriate.

  • Maintains documentation of work history of personal computers and equipment.

  • Sets up new PCs. Troubleshoots printers, passwords, emails, Standard Windows Applications, Internet Access, network connectivity issues, etc.

  • Provides on-call support after hours based on established rotation schedules.

Nature and Scope

  • Refers complex, unusual problems to supervisor.

  • Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor.

  • None.

Work Environment

  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

  • Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

  • Typically requires overnight travel less than 10% of the time.

Education and Experience

  • HS Diploma or GED strongly preferred. Specialized skills training/certification may be required. Generally 2-5 years of experience in area of responsibility.

Preferred Qualifications

If you’re looking to play a role in building America, consider one of our open opportunities. We can’t wait to meet you.

Functional Area Information Technology

Recruiter Saunders, Kimberly

Req ID WCJR-009284

White Cap is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer. White Cap considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law.

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