IT Technician

Job Description

The Information Technology Technician, IT Tech, will support customers directly, handling issues across all technology including workstations, printers, networks, and vendor-specific hardware and software. This role will be the escalation point for a team of four L1 specialists, and will need to have strong understanding in networking, switching and routing, VPNs, and VOIP systems.

Complementary Description

Physical Requirements :

While performing the duties of the job, the employee is regularly required to remain in a stationary position and occasionally required to stoop, squat and move about the office. Constantly operates and use a computer and other office productivity machinery, such as a copier / printer. The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information these situations. The ability to observe, identify and assess details at close range (within a few feet of the observer). Occasionally lift and / or move up to 50 pounds across office for various needs.

Work Environment :

The work environment is in the office. Noise level in the office is typically quiet.

Additional duties may be assigned, as required.

Job Requirements

Must be authorized to work in the United States without company sponsorship.

This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. citizen, U.S. permanent resident

Essential Job Functions :

• Support local clients directly, handling issues across all technology including workstations, servers, printers, networks, and vendor-specific hardware and software.
• Respond to requests for technical assistance via phone, chat, or email, and providing regular updates to customer on their support requests.
• Diagnose and resolve technical issues and logging all customer interactions into ticketing system.
• Providing customers with support for corporate owned assets (primarily workstations, laptops, servers), which will include basic help desk support up to advanced troubleshooting.
• Troubleshoot and resolve problems for all networked devices (desktops, laptops, tablets, cell phones, printers, routers, switches, WAN and LAN connectivity).
• Communicate to customers : keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
• Document internal processes and procedures related to duties and responsibilities.

Education / Experience :

Knowledge, Skills, and Abilities :

Other Skills :

Specificity of the job

Potential travel between Grand Prairie, TX and other locations up to 10%.