Information Technology Technical Support

SUMMARY OF POSITION AND RESPONSIBILITY:

Essential Functions:

1. Technical Support and Troubleshooting:

• Serve as the first point of contact for diagnosing and resolving issues involving computer hardware, printers, scanners, and telephone systems.
• Provide technical support in-person, over the phone, via email, and through remote assistance.
• Act as a point of escalation for complex issues, working closely with cross-functional teams and external vendors to resolve problems swiftly to reduce downtime.
• Take ownership of the location's IT requirements and service request queue.

2. System and Network Management:

• Oversee the installation, configuration, and deployment of hardware devices and software applications.
• Monitor system performance for analytic purposes.
• Maintain security measures in an Enterprise environment.

3. User Management:

• Play a key role in the onboarding and offboarding processes for employees and contractors.
• Set up new users to provide access to the intranet, ERP, Office 365, etc.
• Offboard users, revoking access to the intranet, ERP, Office 365, etc.

4. Documentation and Process Improvement:

• Assist in the creation of documentation (SOP/KB Articles/Procedures) and update information repositories.
• Continuously identify and implement process enhancements within the IT support framework to increase efficiency and improve service quality.

5. Communication and Collaboration:

• Take detailed notes within the internal ticketing system for every interaction with users and other pertinent information.
• Strong communicator with teammates, management, and users needing assistance.
• Willing to accept projects as they arise, including assistance in software

QUALIFICATIONS (EDUCATION, CERTIFICATIONS AND/OR TRAINING):

Required Education:

• High School Diploma or equivalent
• IT Related Certifications

Preferred Education:

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent working experience.
• CompTIA Certifications
• Microsoft Certifications
• ITIL Foundation Certifications

Required Experience:

• Minimum of 4 years in an IT support role with a focus on advanced troubleshooting and customer support.
• Proficiency in Windows, Mac OS, and Linux operating systems.
• Experience with network protocols (TCP/IP, DNS, DHCP) and Active Directory.
• Hands-on experience with system imaging, deployment, and peripheral troubleshooting (printers, switches, routers, access points).
• Track record of providing technical support in-person, via phone, email, and remote assistance.

Preferred Experience:

• Experience supporting users in a cloud-hosted virtualized environment.
• Familiarity with cloud infrastructure (AWS, Azure, GCP).
• Experience working with scripting languages (e.g., PowerShell, Python) for automating tasks and network management.
• Experience with ITIL processes and IT service management.
• Proven leadership abilities in training and mentoring junior staff.

ESSENTIAL SKILLS, KNOWLEDGE, ABILITY AND MENTAL REQUIREMENTS:

• Effective interpersonal skills and relationship-building skills.
• Self-motivated with a strong customer-service orientation.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Strong problem-solving abilities and attention to detail.
• Ability to operate tools, components, and peripheral accessories.
• Willingness to learn new processes, applications, and support techniques.

Work Environment:

• This position will be performed in multiple environments, including an office and a manufacturing facility. You will be operating in and around large machinery.

Physical Demands:

• This position may require lifting objects weighing up to 50 pounds. This position will also involve walking, kneeling, standing, and other physical demands.

Travel Required:

• This position may involve travel to other office locations throughout Texas, such as multiple parts of Houston. You may be asked to drive to our Maestro Services location

About Allied Stone:

A trusted industry leader with over 20 years of experience, Allied Stone provides our clients with high-quality stone fabrication, delivered with exceptional customer service. Along the way we have fostered long-lasting partnerships with major suppliers to ensure that we can provide consistent quality at competitive prices. With a team of trendsetting designers, skilled craftsmen, and cutting-edge technology we create a seamless client experience that results in unrivaled finished spaces.

Our IT Team has the following values

• Serve with Excellence: We prioritize the needs of our internal and external users, delivering solutions that are reliable and efficient.
• Do the Right Thing: We maintain the highest ethical standards and make decisions with honesty and integrity.
• Teamwork Makes the Dream Work: We value collaboration, respect, and diversity. Together, we achieve the best possible outcomes.
• Own It: We take responsibility for our work, holding ourselves accountable for both successes and failures.
• Never Stop Learning: We embrace continuous learning and strive to stay ahead of the curve in a rapidly evolving technical landscape.

Allied Stone Offers

• Competitive salaries and comprehensive benefits
• On-going learning opportunities within a diverse, inclusive, and rewarding work environment
• Allied Stone is an Equal Employment Opportunity Employer

Affirmative Action/EEO Statement:

Allied Stone Inc. is committed to providing equal employment opportunities for all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law. We embrace diversity and encourage a work environment where differences are respected and valued.

Other Duties:

• Participate in IT-related projects and initiatives as needed.
• Assist in the development and implementation of IT policies and procedures.
• Provide training and support to end-users on hardware and software applications.
• Collaborate with vendors and service providers to resolve technical issues.
• Conduct regular system and network audits to ensure compliance with IT standards.
• Stay updated with the latest technology trends and advancements.
• Perform additional tasks as assigned by the IT Manager or other leadership to support the overall goals of the IT department.