IT Technician

Revolution Company•Mesquite, TX

21h•Onsite

About The Position

Revolution is looking for a IT Technician in Mesquite, TX. This role will be responsible for maintaining all computer workstations, phone systems, and associated software within the office building and employees in the field. The ideal candidate has excellent communication, problem-solving, and time management skills. In addition, the successful candidate will be a motivated individual who has strong attention to detail with a high level of accuracy, efficiency, and accountability. This position is required to be on-site.

Requirements

High School diploma, or equivalent required. Associate degree in IT-related field preferred.
1 – 2 years of relevant experience required, in a manufacturing environment preferred.
Experience troubleshooting/daily administration of network issues.
Proven communication skills across all organization levels, including upper management.
Proficiency in all relevant software systems, including MS Office suite.
Familiarity with Microsoft Azure and/or AWS.
Strong analytical, problem-solving, intellectual curiosity, and organizational skills.
Understanding IT principles and ability to communicate technical concepts effectively to a varied audience.
A strong sense of discretion and confidentiality is required.
Ability to create, read and understand technical documents and requirements.
Security awareness KnowBe4 platform usage and administration
Excellent organization, prioritization, and multitasking skills.
Work effectively as part of a team.
Manage difficult or emotional customers calmly, politely, and professionally.
Strong listening skills – attentive to the details, ask clarifying questions and help problem-solve.

Responsibilities

Troubleshoot and resolve basic server, network, desktop, and software issues following published escalation guidelines to resolve issues promptly.
Meet and exceed call volume standards along with other key performance indicators.
Demonstrate a comprehensive understanding of multiple user-friendly Software Platforms.
Build customer rapport by probing, listening, and offering solutions that resolve customer issues.
Provide prompt, accurate, and friendly customer service, ensuring that customers feel supported and valued.
Communicate and report client business issues internally to educate and inform management.
Document and report on activities and projects in the customer relationship management system.
Use a customer-focused, needs-based review process to educate customers about their transactions.
Actively listen to end users, confirm or clarify information as needed, and manage each interaction in accordance with established training and procedures.
Maintain documentation on standard procedures, common troubleshooting steps, known issues, etc., within a knowledge base.
Work support tickets assigned to the Infrastructure Team and assist in reducing the ticket closure rate.
Participate in a shared department on-call rotation for as-needed emergency IT issues that may arise.