IT Support Technician

LiquidStack Inc. - Carrollton, TX

Full-time - Entry Level

Hybrid - Carrollton, TX

About the position

The IT Support Technician provides comprehensive technical support to end-users in a fast-paced, technology-driven liquid cooling manufacturing company. This role is essential for maintaining optimal performance and minimal downtime of IT systems, ensuring seamless operations across the organization. The technician will be responsible for diagnosing and troubleshooting hardware and software issues, managing company systems, and enhancing IT infrastructure and security.

Responsibilities

• Responds to queries via in-person, phone, or email about hardware, software or mobile device issues for all North American based employees during business hours.
• Provides timely and effective desk-side and remote support for technical issues, ensuring high user satisfaction.
• Diagnoses and resolves technical hardware and software issues, including network connectivity problems, printer issues, and software bugs.
• Assists with network connectivity issues, configure switches, routers, and diagnose connection problems.
• Maintains accurate records of issues, resolutions, and changes made to systems through ticketing systems and other tracking tools.
• Installs, configures, and maintains computer systems, software, printers, and scanners.
• Manages new system installations and ensures seamless integration into manufacturing production processes.
• Supports R&D Team with configuring and operating GPU or other servers as needed.
• Performs regular maintenance of hardware systems (desktops, laptops, servers, mobile devices) and software, including updates, patches, and backups.
• Implements and oversees an asset tracking system to manage all company equipment, ensuring accurate inventory records and efficient asset utilization.
• Works closely with other remote IT team members on projects, system upgrades, and new installations.
• Assists in monitoring IT security measures, ensuring antivirus, firewalls, and other IT security measures are in place and functioning properly.
• Ensures network and IT security policies are enforced and assists in maintaining cybersecurity measures to protect IT infrastructure.
• Provides guidance and training to end-users on IT systems, usage, software, processes and best practices to help improve end-user proficiency.
• Handles procurement of NAM assets.
• Performs routine maintenance and updates on critical IT infrastructure to ensure uninterrupted operations.
• Develops and manages 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.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.

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.
• Capable of working both independently and as part of a team, with strong collaboration skills.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance