IT Technical Support Specialist SG 24

PACCAR•Denton, TX

2d•Hybrid

About The Position

This role is responsible for providing IT technical support for desktop clients. This includes the deployment, tracking, updating, and problem-solving related to Desktop PCs, Engineering Workstations, Laptops, iPhones, iPads, and Printers. Daily activities involve monitoring and addressing incident and service request ticket queues, documenting, escalating, and resolving tickets within defined SLAs. The support extends to hardware such as Dell PCs, Apple iPhones and iPads, desktop and department network printers, Cisco IP Phones, large presentation displays, and various other USB attached hardware. Software support includes Microsoft enterprise applications like Windows 10, OneDrive, Edge, Office 365, Teams, Project, Visio, and OneNote, as well as other applications such as Adobe Acrobat, Aviva Terminal Emulator, Palo Alto VPN, and Palo Alto Cortex End Point Protection.

Requirements

High School Diploma

Nice To Haves

Bachelor’s degree
Microsoft Certification
A+ Certification or Network + Certification
Dell Hardware Certification on Desktops and Notebooks

Responsibilities

Providing 1st and 2nd level break-fix support for hardware and software on desktop PCs in manufacturing, office, and remote office environments.
Executing assigned project tasks on desktop PCs in conjunction with local and corporate IT initiatives.
Working with third-party software providers and corporate IT to fulfill software and hardware requirements for desktop PCs and laptops.
Documenting, reviewing, and publishing support procedures for key IT systems and functions.
Actively monitoring unresolved incident reports and service requests to meet or exceed service level agreements.
Participating in reviews and discussions of IT standards and procedures.
Performing analysis of IT business systems linked to key indicators to ensure compliance with corporate standards.
Building and deploying desktop PCs and hardware in conjunction with corporate IT PC refresh initiatives.
Adhering to infrastructure change control in accordance with corporate IT change management.
Providing support to business units and manufacturing processes during off-shift, off hours, and weekends.
Utilizing technologies in a Microsoft domain such as Microsoft System Center Configuration Manager, Active Directory, Microsoft Office 365, and Microsoft SharePoint.
Problem-solving knowledge covering a wide breadth of IT Desktop Systems including: Dell Precision Workstation, Dell OptiPlex Desktop, Dell Latitude Notebook, and Virtual Machines.
Understanding of TCPIP, DNS, DHCP, PXE, UEFI, 802.11x, Bluetooth.
Demonstrating good oral and written communication skills.
Exhibiting exceptional customer service skills.
Ability to multitask and work with minimal supervision in a critical uptime manufacturing setting.