Technical 1, IT Operations (Laredo, Texas)
About the position Responsibilities • Troubleshooting, and supporting desktops, laptops, applications, and WIFI devices; this includes OS patch remediation, 3rd party application remediation and remote hardware troubleshooting • Use diagnostic tools to analyze, troubleshoot and resolve problems associated with network connectivity and/or workstation hardware/software • Install, configure and support all desktop applications (such as MS Office365, BigFix/SCCM software center, softphones, VPN, WIFI configuration, and firmware updates for deskside equipment) • Support a secure environment by ensuring the viability of security software tools, i.e., Cortex and Crowdstrike (or similar tools) • Support and maintain user account information including rights, security and systems groups in Active Directory • Resolve tickets within prescribed SLAs using a standard IT Service Management tool • Partner with vendor support contacts to resolve technical issues within the desktop/laptop environment • Escalate issues and involve management and experts wherever required in order to resolve issues as quickly as possible with a sharp focus on maintaining SLAs • Exercise discretion and judgment on matters related to ticket priority, network/WIFI stability, and similar matters related to customer satisfaction on a regular basis • Perform basic troubleshooting of soft phone issues and assist the telephony team as needed • Assist in the tracking of hardware and software inventory; escalate issues to manager as needed • Coach end users on basic software, hardware and peripheral device operation • Proactively suggest modifications and additions to desktop standards and guidelines Requirements • 2-4 years supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent • Proven incident management, customer/client management, and change management experience • Strong technical knowledge of desktop/laptop hardware and software applications • Proficient in current protocols, operating systems and standards including Windows 10 & 11 • Demonstrable experience in ticket resolution using IT Service Management (ticketing) systems; experience maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards is preferred • Experience managing Active Directory at the Organization Unit level • Flexibility to work overtime as needed Nice-to-haves • CompTIA A+/Desktop+, MCSA/MCSE and/or CCNA or similar certifications preferred • Bachelor's degree/diploma in Computer Science preferred Benefits • Medical, dental, and vision insurance • Comprehensive employee assistance program • 401(k) retirement plan • Paid time off and holidays • Paid learning days Apply tot his job