Senior IT Support Specialist- Green Brick Partners

Green Brick Partners•Plano, TX

2d•Hybrid

About The Position

Overview The Senior IT Support Specialist must believe in, practice and initiate all Green Brick Partners values set forth in an acronym we call HOME. They must be H onest, O bjective, M ature and E fficient in how he or she approaches their role at Green Brick Partners. To provide the IT support and resources needed to enable our customers to succeed

Requirements

Degree in IT related field or equivalent work experience.
Minimum three years’ experience in an IT support role
At least three years experience as an IT Endpoint Computer Technician or IT Service Desk Agent.
EXCELLENT customer service skills
Solid knowledge and experience with various technology stacks including Microsoft Windows 11, MS Edge, MS Active Directory, MS Office 365(Outlook, Word, Excel, PowerPoint, TEAMS etc.), Google Chrome, Azure Active Directory, Cloud Storage (One Drive, Egnyte, Box, etc.)
Familiarity with enterprise service desk software usage
Basic understanding of the TCP/IP protocol suite
Excellent written/verbal communication skills
Produce timely, clear, accurate, and thorough written documentation for all tickets assigned.
Create knowledgebase articles when appropriate for tasks, procedures, and remediation of incidents.
Solid understanding of ITIL practices (IT Service Management, Incident Management, Problem Management, Change Management)
Ability to re prioritizes when new issues arise, to ensure a timely response
Familiarity with and a natural curiosity for emerging technologies
Understanding business practices, approaches, organization, and culture
Manage projects; plan and prioritize work assignments
Adaptable to changing circumstances

Nice To Haves

Certifications a PLUS
Basic PowerShell scripting
Project Management experience
Current CompTIA A+ certification

Responsibilities

Take ownership of customer issues reported and see problems through to resolution
Excellent people skills: friendly, empathetic, outgoing, respectful, patient.
Excellent written and oral communications skills
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide prompt and accurate feedback to customers
Ensure proper recording and closure of all issues
Install and configure computer hardware, software, systems, networks, printers, scanners, and other IT related equipment
Assist in planning and undertaking scheduled maintenance upgrades
Set up accounts for customers
Talk to clients and computer users to determine the nature of any problems they encounter
Investigate, diagnose and resolve computer software and hardware problems
Repair equipment and replace parts
Maintain an accurate asset inventory of IT equipment
Manage stocks of equipment, consumables and other supplies
Minimal on-call/afterhours work may be required
Any and all additional IT related tasks as assigned
Employee will be in a position to make strategic decisions in regards to setup, implementation, configuration, administration, and overall health of the entire IT infrastructure.
Superior discretion and independent judgement are required.
Must be able to lift 50 lbs