Specialist, IT Support

Rise Broadband•Irving, TX

About The Position

This position ensures proper installation, operation and maintenance of employee’s hardware and software. The person in this role provides technical support to employees both in-person and remotely. The IT Support Specialist receives, prioritizes, documents and actively resolves end user help requests.

Requirements

2 years of computer knowledge working in Windows, Mac OS X, helpdesk and IT related experience
Must be knowledgeable in all aspects of computer support, and possess good problem-solving skills
Solid understanding of UNIX/Linux, Routing, switching, networking, security and general computer repair
Job requires the ability to manipulate small tools required to repair and replace components in desktop and laptop computers
Excellent Customer Service in Face-to-Face, Telephone or Electronic Interaction. This position is not only a technical worker but often deals directly with the customer (internal), offering advice, training, solutions, and guidance, and will greatly influence the customer opinion of the team.
Must be able to work with confidential information in a secure and professional way
Ability to work in a team and prioritize projects

Nice To Haves

Degree or certification in computer or technology related field preferred

Responsibilities

Build and install computer systems (Windows and Mac) and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards
Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance
Identify, log and resolve technical problems with software applications or network systems
Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
Explain and document technical issues in a clear way to clients
Accurately record, update and document requests using the IT Support ticketing system.
Identify potential changes and system improvements to present to senior team leaders for consideration and implementation
Ensure that work is carried out within agreed service levels and in accordance with department guidelines
Perform user account maintenance in systems and applications related to employee hire, termination and transfers
Assist with physical and logical security, ensuring that company security controls are functional and operating correctly
Ensure that the Company is compliant with software licensing, network and systems legal requirements
Work may require infrequent weekend and evening work and as well as travel to remote locations
Meet fiscal requirements while ordering new equipment including printers, monitors, computers and other devices
Other duties as assigned