Support Technician I

GM Financial • Fort Worth, TX

6d • Hybrid

About The Position

The Support Technician I is responsible for providing hardware and software support, including the installation, configuration and maintenance of desktops, laptops, tablets and peripherals used in the day-to-day operations of the business segments supported. Support Technician I's are expected to continually expand their knowledge on current and emerging technologies. Assist Support Technician II with researching, implementation and documenting proven best practice standards which require communication between technical IT staff, business management and vendors while building positive relationships. The Support Technician I will interact with end users, through direct or remote assistance, or field site visits to provide customer-oriented technical support. The Tech Support I position will also be responsible for supporting meeting events, training classes and presentations and should have a strong working knowledge of audio visual technologies.

Requirements

• A valid state driver's license Req
• Normal office environment subject to stressful situations
• Flexible schedule with possibility of working long hours including weekends/holidays, occasional overtime may be required
• Limited travel may be required to support business needs
• Ability to correct PC related problems in a timely manner
• Basic knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS
• Basic knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/, UNIX/Linux)
• Knowledge of PC hardware and software
• Support-level knowledge of the Windows desktop Operating Systems
• Basic knowledge of audio visual technologies
• Basic knowledge of WebEx collaboration softwareExcellent customer service skills
• Ability to accept change and to adapt to shifting organizational challenges and priorities
• Ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams
• Ability to evaluate problems and issues quickly, and to make recommendations for courses of action
• Ability to manage multiple tasks at one time while remaining cool under pressure
• Ability to prioritize tasks and ensure their completion in a timely manner
• Analytical and troubleshooting skills
• Strong interpersonal, verbal and written skills
• 0-2 years of related experience and/or training in enterprise technical support; equivalent combination of education and experience Req
• Experience with remote desktop management technologies (e.g. SCCM, imaging, RDP, etc.) Required
• High School Diploma or equivalent Required

Nice To Haves

• Relevant professional certification a plus (A+, Net+, MSP, ITIL, etc.) Pref
• Experience with Mac and iOS Preferred
• Bachelor’s Degree in related field or equivalent work or military experience Preferred

Responsibilities

• Maintain and support hardware and software throughout the organization
• Support meeting events, training classes and presentations
• Develop and maintain a strong working knowledge of audio visual technologies
• Complete assigned requests and incidents based on the Service Now ticketing system
• Follow IT Asset Management procedures for the tracking, transporting, receiving, and disposing of company technology assets.
• Maintain and validate Asset Management Reports
• Conduct hardware preparation and setup for end users
• Investigate and resolve issues with hardware, software (purchased and proprietary), the network and antivirus environment functionality
• Coordinate and transport equipment deliveries (e.g. equipment, supplies, etc.) for the purpose of providing materials at the job site, bringing equipment in for repairs, or preparing for disposal
• Ensure completion of assigned projects in a timely manner
• Contribute to the Service Now Knowledge Base
• Test hardware and software for future upgrades
• Adhere to and communicate IT Service management policies and procedures
• Provide first level support of phone equipment

Benefits

• Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED