Technical Support Technician

Overview

On Site
Depends on Experience
Contract - W2

Skills

technical customer service
hardware
software
desktop systems
A/V equipment
Audio
Visual
Apple/Mac
Microsoft Active Directory
Azure
Office 365
Active Directory
Computer Hardware
Customer Service
End-user Training
Group Policy
Information Engineering
Microsoft Azure
Microsoft Exchange
Service Desk

Job Details

Primary Roles and Responsibilities

  • Technical Support
    • Provide advanced and escalated technology service support
    • perform complex hardware, software, and applications support and preventative maintenance
    • Log tickets (from phone calls, e-mail, voicemail, walk-ins) with appropriate content, priorities, impact, etc.
    • Triage and troubleshoot customer issues; Escalation point as Tier 1/2 Support
    • Implement support via Microsoft Active Directory
    • Perform enterprise desktop installations and updates via managed services
    • Perform call-backs within target-response-times
    • Provide support of Microsoft desktop suite of applications (such as Office, IE, etc.)
    • Monitor Service Desk queues
    • Update/escalate tickets as appropriate
    • Monitor systems for problems/alerts
    • Systems Administration
    • Perform systems/accounts administration within target-response-times
    • Assist with conference room Exchange calendars
    • Support A/V setups for meetings
  • Documentation systems and processes
    • Document, test, and publish processes/procedures
    • Participate in developing and testing knowledge management content (knowledgebase)
    • Assist Service Desk resources with knowledge management activities
  • Training & Development
    • Attend product training as deemed appropriate
    • Achieve technical certifications as determined by IT management
    • Maintain awareness of AE IT quality programs and standards

WORKER SKILLS AND QUALIFICATIONS (Required)

Minimum (Required):

Years

Skills/Experience

4-7

Provide professional technical customer service to users.

4-7

Install and maintain hardware and/or software for desktop systems

4-7

Schedule, document, and close work orders via support software

1

Troubleshoot computer, printer problems

2

Setup and maintain A/V equipment

Required to provide on call afterhours 24 x 7 support (about 1 week a qtr.)

Valid Texas Class C Driver License w/ ability to travel to more than one work location

Preferred (Optional):

Years

Skills/Experience

2

Perform Advanced System administration duties for Apple/Mac and Microsoft based devices, e.g. adding user accounts, group policy Management, packaging and deploying software

2

Experience with Microsoft Active Directory, Azure and Office 365

1

Computer certification

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