IT Support Technician

LiquidStack Holding - Carrollton, TX

Full-time - Mid Level

Hybrid - Carrollton, TX

About the position

The IT Support Technician at LiquidStack Holding is responsible for providing comprehensive technical support to end-users in a fast-paced, technology-driven environment. This role involves diagnosing and troubleshooting IT hardware and software issues, managing the functionality of company systems, and ensuring optimal performance and minimal downtime. The technician will work closely with the Chief Technology Officer and contribute to enhancing IT infrastructure and security.

Responsibilities

• Respond to queries via in-person, phone, or email about hardware, software, or mobile device issues for all North American based employees during business hours.
• Provide timely and effective desk-side and remote support for technical issues, ensuring high user satisfaction.
• Diagnose and resolve technical hardware and software issues, including network connectivity problems, printer issues, and software bugs.
• Assist with network connectivity issues, configure switches, routers, and diagnose connection problems.
• Maintain accurate records of issues, resolutions, and changes made to systems through ticketing systems and other tracking tools.
• Install, configure, and maintain computer systems, software, printers, and scanners.
• Manage new system installations and ensure seamless integration into manufacturing production processes.
• Support R&D Team with configuring and operating GPU or other servers as needed.
• Perform regular maintenance of hardware systems (desktops, laptops, servers, mobile devices) and software, including updates, patches, and backups.
• Implement and oversee an asset tracking system to manage all company equipment, ensuring accurate inventory records and efficient asset utilization.
• Work closely with other remote IT team members on projects, system upgrades, and new installations.
• Assist in monitoring IT security measures, ensuring antivirus, firewalls, and other IT security measures are in place and functioning properly.
• Ensure network and IT security policies are enforced and assist in maintaining cybersecurity measures to protect IT infrastructure.
• Provide guidance and training to end-users on IT systems, usage, software, processes, and best practices to help improve end-user proficiency.
• Handle procurement of NAM assets.
• Perform routine maintenance and updates on critical IT infrastructure to ensure uninterrupted operations.
• Develop and manage a robust IT knowledge base accessible to both users and IT team members.

Requirements

• Associate or bachelor's degree in information technology, Computer Science, or a related field.
• 3+ years of experience in a technical support role, or equivalent hands-on experience in troubleshooting and maintaining IT and mobile systems.
• Proficiency in Microsoft Windows, MacOS, MS Office applications, hardware components (laptops, workstations, servers), firewalls and VPN, disaster recovery system backups, and networking concepts.
• Advanced understanding of network infrastructure and IT security protocols.
• Excellent communication skills and a customer-centric approach, ensuring high satisfaction levels in resolving technical issues.
• Strong analytical skills with a methodical approach to diagnosing and solving IT issues.

Nice-to-haves

• IT security certification and/or equivalent training is an asset.
• Experience with Linux (Ubuntu or similar) with shell scripting and docker container, VMWare or similar virtualization software is an advantage.
• Eager to stay updated on emerging technologies.
• Demonstrates flexibility in handling new challenges.