IT Support Technician I

Texas L P•Plano, TX

11h•Onsite

About The Position

Join our IT team at Helen of Troy and make an immediate impact on our trusted brands: OXO, Hydro Flask, Osprey, Honeywell , PUR , Braun , Vicks , Hot Tools, Drybar , Curlsmith , Revlon , and Olive & June . Together, we build innovative and useful products that elevate people's lives everywhere, every day. Look around your home, and you'll find us everywhere, in your kitchen, living room, bedroom, and bathroom. We are already making your everyday lives better. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Whether you are just starting your career or in need of a challenge, we recognize, develop, and empower talent! Position: IT Support Technician I Department: IT Work Location: Plano, TX (Dallas, TX) Schedule: 100% Onsite, not remote Hours : M-F, 7a.m.-4 p.m. What you will be doing: Provide end-users, local and remote , technical support of desktop and laptop hardware and software. Research, analyses, and diagnoses problems with client systems including PC hardware and software, servers, peripheral equipment, and networks. Installs, configures, upgrades, and troubleshoots computer software and hardware, including PC and Mac workstations, servers and peripherals, and network and voice cabling. Assists in managing regularly used servers and services including e-mail, print and back-up servers, and their associated operating systems and software. Creates and maintains user accounts, passwords, groups, mail aliases, and other system and network files. Supports, maintains, coordinates, and troubleshoots network WAN and VPN connectivity. Identifies and implements technologies and methods of using existing software to help users work more efficiently. Initiates and/or has field contact with vendor support to resolve technical problems or make improvements with desktop computing equipment and software, servers, and software. Establish and enforce incident response service level agreements in consultation with end users in the business to establish incident resolution expectations and timeframes. Analyze performance of incident management activities and detailed resolutions, identify problems, and devise and deliver solutions to improve quality of service and to prevent future problems. Design and enforce request handling and escalation policies and procedures. Access software updates, drivers, knowledgebase, and FAQ resources on the internet to aid in problem resolution. Track and analyze trends in incident reports and generate statistical reports. Assess need for any system reconfigurations (minor or significant) based on incident trends and make recommendations.

Requirements

Ability to work independently with minimal supervision.
Good multi-tasking and teamwork skills.
Strong analytical and problem-solving skills.
Excellent oral and written English interpersonal skills.
High School Diploma or equivalent.
2+ years of experience required in a technical role.
Customer service oriented , proactive, flexible and adaptable.
In-depth knowledge of Microsoft Office Outlook, Excel, Word, Visio, SharePoint (MOSS), etc.,
Experience supporting remote users and offices, fixing and repairing computer hardware.
Solid grasp of PC and MAC experience.
Audio/Video meeting set-up experience.
Warehouse experience (label printers, scan guns, etc.,)
Ability to support regular business hours, after hours, and weekend/holiday on-call support for all systems.
Ability to commute to the Data Center in Downtown Dallas, TX (1950 N. Stemmons Freeway) as needed.
Authorized to work in the United States on a full-time basis.

Nice To Haves

Associate’s Degree or equivalent and specialized or technical training.
Experience in a Citrix/Terminal server environment.
CompTIA A+ and Network+ certifications.
BTEC/A ‘Levels or equivalent and specialized or technical training.

Responsibilities

Provide end-users, local and remote , technical support of desktop and laptop hardware and software.
Research, analyses, and diagnoses problems with client systems including PC hardware and software, servers, peripheral equipment, and networks.
Installs, configures, upgrades, and troubleshoots computer software and hardware, including PC and Mac workstations, servers and peripherals, and network and voice cabling.
Assists in managing regularly used servers and services including e-mail, print and back-up servers, and their associated operating systems and software.
Creates and maintains user accounts, passwords, groups, mail aliases, and other system and network files.
Supports, maintains, coordinates, and troubleshoots network WAN and VPN connectivity.
Identifies and implements technologies and methods of using existing software to help users work more efficiently.
Initiates and/or has field contact with vendor support to resolve technical problems or make improvements with desktop computing equipment and software, servers, and software.
Establish and enforce incident response service level agreements in consultation with end users in the business to establish incident resolution expectations and timeframes.
Analyze performance of incident management activities and detailed resolutions, identify problems, and devise and deliver solutions to improve quality of service and to prevent future problems.
Design and enforce request handling and escalation policies and procedures.
Access software updates, drivers, knowledgebase, and FAQ resources on the internet to aid in problem resolution.
Track and analyze trends in incident reports and generate statistical reports.
Assess need for any system reconfigurations (minor or significant) based on incident trends and make recommendations.