Essential Functions & Key Responsibilities: · Monitor Service Request tickets and/or Help desk tickets for assignment; resolve, update and close as appropriate. · Troubleshoot complex end user device issues, hardware, and software diagnostics, recommend and document process for resolutions. · Diagnose and repair end user devices locally, remotely as well on and off the company network. These include tablets, laptops, desktops, and wired and wireless printers. · Diagnose and correct hardware and software issues. · Install and test end user device operating system and productivity software. · Setup and configuration of new and replacement of PCs · Setup and configuration of new printers (direct, network and wireless) · Provides Level I break/fix support. · Provides MAC (Move, Add and Change) support · Installation of approved software to support software compliancy policy. · The technician will use the appreciate workflow processes for Service Request and Service Desk incidents, completing and prioritizing requests within the Service Level Agreements in place. · Adhere to security and network policies when performing the above tasks. · Perform preventative maintenance on PCs and printers. · Configure and install O/S and software packages. · Monitor and manage O/S patching and updates. · Install and monitor LAN equipment. · Install data and phone cabling as required. · Basic configuration changes on local/remote telephone systems. · Basic configuration changes on local Microsoft Exchange email server. · Assist in restores of backup files on local/remote file servers. · Adhere to security and network policies when performing the above tasks. · Ability to provide excellent customer service to all users including senior management. · Ability to communicate with users in a non-technical language.
Attributes Desired: · A strong communicator with the ability to connect with a diverse and multi-cultural team. · A basic knowledge for trouble shooting and repair of simple / standard problems with, but not limited to, Microsoft Server and Microsoft Windows.
Candidate Requirements: · High school diploma or equivalent is essential, an Associate’s or Bachelor’s degree in IT or related field or progress towards a degree is preferred. · Proficiency in supporting Microsoft Office (Outlook, Excel, Word & PowerPoint) Work Location: Company Headquarters, Fort Worth, Texas.
Flexible hours to be agreed between 7:00am-5:30pm, Monday through Friday. Full benefit package offered including medical, dental, vision, disability, life insurance, 401K plan, holidays and PTO.