IT Support II

Human Resources•La Porte, TX

About The Position

Responsible for providing troubleshooting assistance and resolutions related to computer hardware and software, telephone hardware and software, mobile devices, and other technical tools and products when required.

Requirements

Minimum 5 years of experience with IT Support
Experience with mentoring junior positions
Bachelor's degree in related field or equivalent years of experience in addition to the above requirement
Ability to work under pressure
Strong customer service skills
Excellent leadership and people management skills
Microsoft Certification MS-900 or equivalent certification
Self-motivated
Experience with Office 365
Experience with multi-functional printers
Experience with Active Directory
Lifting up to 25 pounds
Bending, stooping, ability to stand for extended periods of time
Must be able to travel and have a clear driving record in accordance to company driving guidelines

Responsibilities

Provides technical assistance for questions and problems.
Resolves problems with networks and other computer systems.
Diagnoses system errors and other issues.
Follows up with customers to ensure full resolution of issues.
Requests feedback and/or monitors calls and other methods of correspondence to improve training methods.
Runs reports to analyze common complaints and problems.
Installs or changes software to fix issues.
Remotely accesses hardware or software for clients to make changes and fix problems.
Trains other staff members on troubleshooting and diagnosing problems.
Writes, edits, and revises training manuals for new and updated software and hardware.
Front line of defense for routing and escalating tickets.
Monitors and responds quickly to incoming requests related to IT issue.
Keeps inventory of all equipment, software, and license users.