System One is looking for a Level III/IV Helpdesk/Support Technician individual to work on-site in Houston (specifically Brookshire, TX). This individual will support all helpdesk/sys admin duties:
2-5 years of experience in a similar role.
Junior or Sys Admin level
Understanding of Windows
Be able to work fully on-site in Brookshire, TX
The Support Technician will be a vital link between the company's information technology capacity and the clients and end-users. Serve as first-tier support for technical assistance including desktop, laptop, and mobile devices. They must be customer-oriented and possess the patience to deal with difficult customers. Must be energetic and self-motivated.
ACTIVITIES/TASKS/SCOPE
Serve as the first point of contact for customers seeking technical assistance over the phone or via email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution to the problem based on the details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and/or problems and their resolutions in ticket logs
Follow-up and update customers with resolution status and information
Pass-on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements in procedures
Manage and monitor all infrastructure and system installations, including configurations, testing, and maintenance.
Identify potential issues before they become problems, and proactively implement solutions.
Engage with upper management regularly with reports on project status, activities, and achievements.
Other duties as assigned
PERFORMANCE MEASURES
Customer satisfaction.
Yearly evaluation and comparison to set annual goals.
Energy level, productivity, and competency.
COMPETENCIES
Candidate must be highly organized and self-motivated.
Experience with Windows Server; Windows 2008 to Windows Server 2022.
Experience with and knowledge of Microsoft Active Directory.
Experience with cloud computing.
Experience in project management and attention to detail.
Customer-oriented and cool-tempered
Proven experience as a help desk technician or other customer support role
Tech-savvy with working knowledge of office automation products, databases, and remote control
Good understanding of computer systems, mobile devices, and other tech products
Ability to diagnose and resolve basic technical issues
Excellent communication skills
Proficient in English
Contributing to Team Success.
Ability to appropriately manage workload (Time Management)
Communication
Seniority level
Associate
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting, Software Development, and Computer and Network Security
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