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A WORLD LEADER IN TESTING, INSPECTION & CERTIFICATION SERVICES

IT Support Technician

Location: Houston, TX

On Site Position

What You'll Do:

• Solid understanding of PC Hardware specs and technology – Ticket Quality/ Document all work
• Achievement of SLA
• Good analytical, problem solving, and administrative skills (organized, efficient and versatile) – Reports Complete and On-time
• Good communication, phone, listening and customer service skills – Customer Surveys
• Ability to create insightful financial statements and asset reports
• Accuracy of all work

How You'll Impact:

• Support and maintain in-house technology equipment and IT assets. This includes installing, configuring, diagnosing, repairing, and upgrading all hardware and equipment while ensuring its optimal performance. The individual will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required
• Mobility support – Add Apple devices to ABM, configure devices, Intune Support
• Implementing effective Asset Management cycle from Planning – Procurement-Budgeting and Financing – Risk assessment and mitigation – Life cycle planning (replacement / disposal)
• Experienced with imaging computers, data migrations and restoration. Dedicated to enhancing user experience through effective problem-solving and ensuring the smooth functioning of desktop environment
• Timely response to requests for support via telephone, email, ticket, or walk up to meet service level agreement.
• Takes ownership of requests, document all work in a centralized common service ticket system, provides accepted resolution using documented or common remediation methods, escalates in a timely manner to the appropriate resource if unable to resolve, maintains regular and timely communication with end users on status of open requests, manages activities to meet service level agreements.
• Ability to understand and utilize technical vocabulary to perform tasks according to either verbal or written instructions. • Ability to communicate, written and verbally, with various levels of employees and customers.
• Provide remote and deskside technical support of the company’s computer hardware, software systems, and mobile devices to insure smooth operations and minimal down time.
• Works with IT vendors to purchase hardware, software, and devices.
• Coordinates computer lifecycle replacement and management
• Adhere to standard remediation practices to fulfill requests for support
• Provide outstanding customer service
• Setup new users, devices, and provide access to internal applications; install software, use remote take over tools to resolve service requests
• Complete all requests in a timely fashion and shows accuracy in work quality
• Troubleshoot and repair problems and hardware and software performance concerns
• Educate end users on best practices for using their devices and maintaining security
• Escalate unresolved tickets to the appropriate support team in a timely manner to achieve service level agreements
• Provide after-hours and weekend tech support from time to time.

What You'll Bring:

• 4 year degree in an IT related or technical field; or 2 year degree in an IT related or technical field with 2 years of IT related experience
• PC /Phones Hardware and Software Support Experience a plus
• Intune / Autopilot experience preferred
• IT Asset Management experience Preferred
• Experience working with IT vendors Preferred

Experience supporting business, financial, department and communications applications a plus