SERVICE DESK LEAD in Irving, TX at Cottonwood Financial Administrative Services, LLC

Date Posted: 5/16/2018

Job Snapshot

Job Description

As a key member of the Technical Support Group in the Information Technology department, the Service Desk Lead has the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk and Support functions. The Service Desk Lead will also contribute to problem resolution by providing technical support to users by troubleshooting network hardware, personal computers, software applications, telecommunication and network communication issues in a Microsoft environment. This position is based at our Administrative Office (HQ) in Irving (Las Colinas), Texas.

  • Provide Helpdesk support

  • Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues

  • Provide a first point of escalation for the team with respect to service/delivery issues

  • Track and analyze trends in Help Desk requests and generate statistical reports  

  • Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users

  • Provide phone support for remote user connectivity issues on network layer (MPLS and dial-up) and application layer (Citrix)

  • Support Point of Sale application through backend correction procedures

  • Support operation of Microsoft Desktop Operating Systems (Windows 7 and Windows 10) and applications (Outlook, Word, Excel, etc.)

  • Configure and maintain desktop applications

  • Provide hands-on hardware support for all systems, laptops, and network devices

  • Build and configure PC workstations

  • Update trouble tickets and ensure customer satisfaction

  • Develop documentation of systems, policies, procedures

Job Requirements

  • High school diploma

  • Excellent interpersonal and communication skills; is capable of explaining simple procedures in writing or verbally; good phone skills

  • Strong analytical and diagnostic skills; structured thinker

  • Ability to multi-task and demonstrate problem-solving skills

  • Ability to work in a team environment and be able to deliver first-class customer service

  • Ability to work with all levels of management internal and external

  • Ability to prioritize based on business and technical needs

  • Strong work ethic

  • Availability for some weekend work as requested 

  • Local (Dallas/Fort Worth area) candidates only – no relocation

  • Must be currently authorized to work in the United States without sponsorship and not require sponsorship in the future


  • Bachelor’s Degree

  • 4 years of I.T. or M.I.S. experience 

  • Technical certifications

  • Server Operating Systems experience 

  • Active Directory experience


  • Annual Salary of $50,000 


  • Medical, dental, and vision

  • Voluntary life/ AD&D

  • Short-term & long-term disability

  • 401K with company match

  • Paid vacation, holidays, and sick time

  • Paid maternity, paternity, extended medical leave, and jury duty

  • Corporate discount program on personal cell phone accounts with select providers

  • Business casual work environment


Founded in 1996, Cottonwood Financial is one of the largest privately held retail consumer finance companies in the United States.  We have zero debt, have been profitable every year since inception, and our growth is funded entirely through internally generated capital.  Headquartered in Irving (Las Colinas), Texas, we have company-owned locations, under our Cash Store brand, across the country.  Through this national brick-and-mortar footprint, we provide best-in-class customer service and offer an innovative mix of financial products and services to our customers.
We have been named multiple times to the Inc. 5000 list of America’s fastest-growing private companies, as well as to the Dallas 100 list of the fastest-growing private companies in North Texas.