IT Support Technician III Dallas TX only

IT Support Analyst III

We are looking for a motivated IT Support technician to manage, monitor, and repair IT equipment systems. As the face of IT, the technician must have strong technical troubleshooting abilities, excellent communication skills and be willing to interface with a combination of both technical and non-technical departments.
The position of the Computer Support Technician is to provide day-to-day technical support to the company employees. This role requires a high level of technical proficiency and requires an individual with strong communication skills. You must be able to diagnose and resolve issues related to Laptops, mobile devices, printers, videoconferencing, TEAMs, business application software and (VPN) effectively.
This position is responsible for quick resolution to any IT problems. It also includes sophisticated audio-visual equipment. The approach initially is focused on quick resolution to problems but over time it will evolve into mentoring the customer base to be more self-sufficient by using self-help tools available to them.
To be successful in this position, you should possess excellent problem-solving and critical thinking skills, extensive technical knowledge, and good task management abilities. The preferred candidate should have the ability to connect with users on a level where he can anticipate their need and be prepared to deliver a solution and introduce new technology.

• Build in-depth knowledge of what client base wants to achieve, then deliver on all promises.
• Setting up and installing new hardware and software on MS Windows and MAC OS. (We are a Microsoft shop)
• Provide daily contact with manager and perform general IT maintenance tasks, resolve moderate to complex problems.
• Coordinate more complex IT issues with higher level support staff, while owning and tracking the issues through resolution.
• Maintaining hardware and software by conducting regular maintenance and updates.
• Work on projects for upgrading firmware, software, and outdated hardware systems.
• Performing regular tests of the Video conferencing equipment.
• Documenting every detail using the ServiceNow ticketing system.
• Ability to explain technical terms to someone without expert computer knowledge. Specially file saving and retrieving in SharePoint and computer/network file structures.
• Keeping the IT Management team informed on all issues.
• Ability to come in early and stay late. Some light travel is required.

Position Responsibilities:
System Operations

• Perform Level 0 and Level 1 support to associates and document steps taken in incidents and service requests.
• Identify potential operational issues in projects, request fulfillment and individual assignments.
• Monitor operational performance and troubleshoot alerts from commercial, open source and locally developed monitoring tools.
• Provide system failure analysis and recovery recommendations.
• Participate in Business continuity planning and testing.
• Serve as liaison with non-technical people, operations personnel, and/or field service personnel; interact directly with customers to negotiate solutions and implementation specifics.
• Perform system provisioning, analysis and tuning.

Support

• Work closely with others to perform technical analysis and make recommendation on minimally complex problems and incidents.
• Second line support for incident management problems and issues related to select applications.
• Works closely with others to identify and resolve root cause behind reported problems and issues.
• Assist in the development and/or maintenance of operational documentation.
• Conduct proactive maintenance toward select systems.
• Participate in the design, development, testing and implementation of enhancements required to maintain business unit success.
• Evaluate business processes and company policies to enhance process workflows.
• Provide support in a 24x7 data center and/or 24x7 on-call support.