Technician, Site Services

ABACUS•Fort Worth, TX

2d•Onsite

About The Position

The Site Services Technician provides dedicated, white-glove IT support to a hedge fund client at its Fort Worth office. The technician responds to client issues, collaborates with internal and external teams to resolve them, and helps ensure the client’s operations run smoothly. The role reports full time to the client’s Fort Worth office. The position supports client workstations, printers, peripherals, applications, network services, servers, mobile devices, and AV/conference-room technology. It manages and documents tickets in ServiceNow, handles employee technology lifecycle tasks such as onboarding and offboarding, and may visit clients’ homes to set up or troubleshoot equipment. The technician is expected to take ownership of issues through resolution, escalate when needed, meet individual performance standards, and contribute to team goals. Duties and hours may vary, and the role requires the ability to lift over 50 pounds of equipment.

Requirements

High school diploma.
3–5 years of experience in the field.
Fundamental knowledge of client/server technologies, Active Directory, and operating systems to identify and correct client computer issues.
Knowledge of Duo Security and other two-factor authentication applications.
Knowledge of Microsoft Exchange Online Administration.
Familiarity with Microsoft Entra ID and the Office 365 admin portal.
Knowledge of Citrix XenApp, including publishing and managing applications and removing hung sessions.
Knowledge of mobile device management technologies, including Intune and XenMobile.
Understanding of networking concepts.
Knowledge of VMware vSphere and virtual server administration, including disk remediation, resource allocation, RAM and CPU management and monitoring, GPO troubleshooting, server performance troubleshooting, server role configuration and management, print queue installation and management, and DNS, DHCP, and TCP/IP troubleshooting.
Ability to manage and troubleshoot hardware, including video cards, USB and peripheral devices, and drivers.
Ability to troubleshoot Microsoft Intune and other MDM technologies.
Self-motivated, detail-oriented, and organized.
Excellent oral and written communication, collaboration, organizational, and presentation skills.
Ability to work independently and efficiently to meet deadlines.
Ability to assess and prioritize work in a fast-paced environment.
Ability to manage resources both laterally and vertically.
Ability to lift over 50 pounds of equipment.

Nice To Haves

Bachelor’s degree in a related field.
Familiarity with Citrix Director and Citrix Studio.
Technical certifications.

Responsibilities

Provide technical support to a dedicated client and resolve assigned tickets.
Answer inbound phone, email, chat, and remote support requests, and route issues to the appropriate department or technician when not assigned to an onsite visit.
Support client workstations, printers, and peripherals.
Communicate proactively with clients and colleagues.
Record work and time entries in ServiceNow promptly; keep ticket notes and statuses current.
Troubleshoot client issues and document the steps taken through resolution.
Manage a distributed workload and actively address ongoing tickets, including multitasking when needed.
Visit clients’ homes to set up or troubleshoot equipment when necessary.
Provide analysis and input in a team environment.
Take ownership of documenting and escalating technical issues to the appropriate resource.
Perform basic network troubleshooting and collaborate with Network Services to replace network hardware and address common network issues.
Meet minimum personal key performance indicators and contribute to team goals.
Manage employee technology lifecycle tasks, including onboarding and offboarding, workstation and peripheral setup, and asset management.
Support AV and conference-room technology.
Independently troubleshoot complex issues across endpoints, applications, and network layers, document findings, own issues through resolution, and escalate when additional expertise is required.
Remain flexible regarding duties and hours of work.