Systems Support Tech II

2020 Companies•Southlake, TX

22h•Onsite

About The Position

2020 Companies is hiring a Systems Support Technician II for a permanent, in-office position at its Client Support Center in Southlake, Texas. The role is scheduled Monday through Friday, 8:00 a.m. to 4:00 p.m., with occasional minimal weekend hours. The technician provides support to employees by diagnosing and resolving hardware, software, operating system, and connectivity issues in a Windows environment, while documenting work through a ticketing system. The position includes maintaining laptops, desktops, and mobile devices; installing and configuring computers, software, and peripherals; supporting Microsoft Windows and Microsoft 365; managing Active Directory accounts and security groups; and troubleshooting wired and wireless network and printer issues. It also involves preparing and deploying hard drive images, supporting virtual desktop users and remote employees, using remote access tools and VPN connectivity, backing up and restoring files, and organizing equipment and supplies. 2020 Companies describes itself as an outsourced sales and marketing agency that launches and advocates for products and brands, reaches new consumer segments, and executes sales and marketing strategies. The company states that it is committed to an inclusive workplace and is an equal opportunity employer.

Requirements

3–5 years of relevant work experience.
Technical break/fix experience replacing laptop and desktop components, such as hard drives, LCD screens, power supplies, memory, and keyboards.
Knowledge of computer networking, terminology, and methodology.
Strong communication, analytical, and problem-solving skills.
Ability to prioritize and organize multiple projects while maintaining strong attention to detail.
Ability to meet deadlines.
Ability to lift up to 40 pounds.
Ability to communicate and work well with other departments.

Nice To Haves

Technical degree with certification preferred.
Bilingual Spanish is a plus, but not required.

Responsibilities

Provide customer service and technical support to employees.
Diagnose, troubleshoot, and resolve laptop, desktop, and mobile-device hardware issues.
Diagnose, troubleshoot, and resolve Microsoft 365 and other Windows-related software issues.
Install and configure hardware and software on computers and mobile devices, including phones, printers, external drives, and other peripherals.
Perform hardware maintenance and technical break/fix repairs, including component replacement.
Create, prepare, test, and deploy hard drive images; support users in a virtual desktop environment.
Perform basic wired and wireless network troubleshooting and troubleshoot internet and network connectivity issues.
Support remote employees and devices using remote access tools and VPN connectivity.
Create and manage Active Directory user accounts and security groups.
Troubleshoot basic network printer issues and install printer toner and drums.
Back up and restore computer files during repairs and replacement computer deployments.
Document problem resolutions, processes, procedures, and ticket resolutions; communicate them effectively through the ticketing system.
Organize equipment, supplies, and paperwork.
Maintain a professional demeanor and work effectively with other departments.
Perform other duties as assigned.