The IT Support Technician is experienced in resolving a multitude of IT issues pertaining to computer desktops, laptops, mobile devices, network, communications, application or infrastructure problems.
RESPONSIBILITIES
Provide IT support utilizing ITSM tracking system and Client management system.
Provide onsite support as needed for multiple locations in the Dallas area.
Provide Tier I/II support for desktop, laptop, phone, printer, email, and mobile devices. Configure equipment for adds, moves, deletes and maintaining inventory information in the Client Management System.
Troubleshoot and resolve hardware and software issues via telephone and/or utilizing remote administration tools as well as onsite.
Manage equipment for new hires, terminations and location changes as requested by Human Resources.
Maintain documentation including root cause, problem analysis and steps to final resolution. Documentation is completed within SLA as defined by the IT support service level agreements.
Creates, updates, and maintains support documentation. Completes to end users' satisfaction, in a timely manner through the ITSM tracking system as defined by the IT support service level agreements.
Provides field and project support including but not limited to data centers, networking equipment, mainframe systems, phone systems and servers.
Travels to other company locations to setup new systems, networks, or to provide support as required.
Participates in on-call weekly rotation for after-hours and Saturday support.
Work with various platforms Laptops, tablets, phones, scanners and OS types such as Microsoft, Linux, iOS etc. to support network connectivity over common network media, connector types and topologies.
QUALIFICATIONS
5+ years IT support experience with expertise in IT hardware and software support.
A+, Network +, or other IT industry standard certifications
5+ years of experience with the following:
Desktop Support in a Windows Operating Systems environment
Hands-on experience with Windows, Active Directory and MS Office suite products including MS Outlook
VMWare or Virtual Server experience
Strong root-cause assessment, troubleshooting and remediation skills for LAN/WAN network issues
Hardware repair, maintenance, and installation for network, server, software, printers, and phone systems.
Support of desktops and laptops including parts replacement and warranty service
Strong background in workstation lifecycle management including OS imaging.
Troubleshooting, maintenance and installation for computers, network, software, printers, and VoIP phone systems.
AS400 (iSeries) knowledge
Ability to create and maintain Knowledge Base Articles as well as make recommendations for Processes and Procedures
Strong interpersonal skills and ability to work well with a wide range of people.
Dependable and adheres to time lines and schedules.
