This site uses cookies. To find out more, see our Cookies Policy

IT SUPPORT TECHNICIAN II in Dallas, TX at 1st Global

Date Posted: 8/27/2018

Job Snapshot

Job Description

The IT Support Technician identifies researches, resolves technical problems, and provides support to end users and external customers on a variety of issues. The Technician is responsible for installing, upgrading and supporting all desktop related technology including workstations, laptops, printers, monitors, phones and related third party and in-house developed software applications. This position will perform moves, adds and change maintenance to workstations, printers, and projects including conference and training support.

Essential Duties/Responsibilities:

  • Monitor, track, respond, troubleshoot and resolve internal and external support requests received via the helpdesk ticketing system, the IT Support telephone, and mailbox and Pivotal customer portal to completion.
  • Work with the Software and Infrastructure teams as needed to accomplish resolution of issues.
  • Update tickets to insure the customer is kept aware of current status of the issue and work being accomplished.
  • Report and escalate to management as needed for issues requiring such input and guidance.
  • Respond to system pages relegated to support requests in accordance with on-call procedures including the acknowledgment of urgent requests in accordance with established SLA’s.
  • Install new workstations, upgrade hardware and software (applications and Operating Systems), as needed and ensure that all laptops and desktops are properly configured and contain the current malware and virus definitions. Provide temporary assets as requested to support the business when requested.
  • Maintain user account information including access rights, security and system groups, administer phone system and document and maintain all asset computer inventory up to date.
  • Where appropriate, collaborate with and support Technology Services security initiatives, adhering to security related processes and policies and supporting audit related requests for information and ad-hoc information requests submitted by the Security Manager.

Minimum Qualifications:

  • Associates degree in a related field of computer science or equivalent experience with certifications.
  • 4-5 years proven experience in IT desktop support, troubleshooting and analysis.
  • Ability to work non-standard hours as needed to perform system upgrades, maintenance and changes
  • Familiarity with PC/Laptop hardware/components, MS Exchange, Active Directory, antivirus such as Kaspersky and antimalware such as Malwarebytes or similar.

Knowledge, Skills and Abilities:

  • Strong customer focus
  • Excellent verbal and written communication skills required
  • Must be a detail-oriented self-starter who can work independently.
  • Good Knowledge of Windows 10 administration
  • Familiarity with MS Office 2016, MS Exchange 2012+, Office 365, MDM, Citrix 7.0 and greater and VPN client management.
  • Good mentoring skills