Heartland Payment Systems, Inc. Intern - Service Desk in Plano, Texas


Position Purpose

The Service Desk Technician is a customer centric role responsible for providing technical support to the end-user community and associated enterprise applications, network connectivity, desktop infrastructure, operating systems, software, hardware, and peripherals. Responsibilities include handling multiple communication channels for support request from end users including incoming calls, tickets within the IT Service Management system, instant message and email to record and resolve reported incidents, service requests, and access requests within agreed service levels. The technician will investigate and respond to all support requests by following documented process and procedure with the goal of restoring or fulfilling IT services for end users in the most efficient manner available.

Shifts may include quarterly rotating times that may include early mornings, evenings and/or weekends.

Job Details:

Key Responsibilities

  • Provide excellent customer service using active listening and communication skills.

  • Provide first and second level technical support, which includes centralized incident and request handling for customers with a focus on first call resolution; use best practice for incident management including detailed ticket documentation, and application of analytical skills to identify root cause and quickly determine the resolution.

  • Diagnose, triage, and escalate incidents and requests to appropriate tier 3 and tier 4 assignee and/or team. Respond to incidents, requests for service, and questions within required response times.

  • Troubleshoot and repair hardware and software issues on multiple operating systems.

  • Provide on-site and remote technical support using tools for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals.

  • Assist in system upgrades and maintenance, including, but not limited to, add and/or remove memory, hard drives, video cards and power supplies.

  • Responsible for configuring, provisioning and supporting various mobile devices and mobile device platforms.

  • Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes.

  • Deploy software and system images for multiple OS and hardware standards.

  • Follow Heartland company policies, procedures and standards, as aligned.

  • Performs other responsibilities associated with this position as may be appropriate and assigned.

  • Follow personnel and department policies and procedures as outlined in the Employee Handbook and coordinate issues as needed through the Human Resources department.


Education/Certification :

  • Degree in computer science or related field preferred, or equivalent work experience.

  • At least one certification is preferred in CompTIA, Microsoft or Cisco.

  • ITIL Foundation.

Experience Required:

  • 2 years practical experience in an IT Support role or combination of work experience and education

  • Proven team player with outstanding interpersonal and communication (written & oral) skills.

  • Experience of cross functional working and cultural sensitivity.

  • Experience working with multiple operating systems and hardware platforms, including, but not limited to PC and MAC.

  • Active Directory administration.

Skills/Abilities :

  • Ability to manage multiple issues at one time with exceptional follow through.

  • Exhibits an energetic attitude that promotes teamwork, integrity, and results.

  • An aptitude for identifying, analyzing, and resolving common technical issues, questions and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals.

  • Written and oral communication skills appropriate for the position, including the ability to speak well in basic professional situations (may include communication via telephone or in person).

Physical Requirements and Working Conditions

  • Physical Requirements: Those required in a typical office environment including sitting most of the time, finger dexterity for computer and paper work, talking to convey detailed or important instructions, average hearing for normal conversations, and average visual acuity. Lifting and maneuvering of supplies, materials, or equipment weighing up to 50 pounds.

  • Working Conditions: No hazardous or significantly unpleasant conditions.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the associate or others or which impose undue hardships on the organization.

This job description is not intended to fully and completely describe all duties of the position. The incumbent will be required to complete other duties not specifically described herein as required by their supervisor.

We are an EOE F/M/D/V.

Global Payments, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color creed, religion, sex, national origin, age, citizenship, disability, veteran status or any other protected status. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of responsibilities, duties and skills required.

Global Payments Inc. (NYSE: GPN) is a leading worldwide provider of payment technology services that delivers innovative solutions driven by customer needs globally. Our technologies, partnerships and employee expertise enable us to provide a broad range of products and services that allow our customers to accept all payment types across a variety of distribution channels in many markets around the world.

Headquartered in Atlanta, Georgia with more than 8,500 employees worldwide, Global Payments is a member of the S&P 500 with merchants and partners in 30 countries throughout North America, Europe, the Asia-Pacific region and Brazil.

Why Work for Global Payments? at http://https//www.globalpaymentsinc.com/en/us/company/careers

  • Corporate citizenship is fundamental to our values

  • Real opportunities to grow professionally

  • Collaborative, friendly work environment

  • Relaxed, casual dress code

  • Competitive benefits