Technical Support Technician II

Houston, TX

Onsite  -  IT - Technical Support / Help Desk  -  Direct Placement  -  Job ID: 24-02503

Title: Technical Support Tech
Location: Houston, TX (onsite)
Duration: Direct hire
Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.

Title : Support Technician II
 
Functional Requirements

  • Genuine interest in helping people and patience to support non-tech savvy end users.
  • Attention to detail in handling and tracking technical issues.
  • Ability to work well independently and coordination with other departments including operations, software development, business development, etc
  • Able to speak to and support a multitude of customers, from operations to leadership
  • Excellent verbal skills and presentation; both in-person and over the phone
  • Excellent problem-solving skills and critical thinking
  • Forward, independent thinker able to look beyond 'break/fix' to 'permanent resolution'
  • Able to stay organized amongst a diverse workload
  • Self-driven and self-motivated

Technical Requirements

  • Intermediate knowledge of Windows Operating Systems and troubleshooting; win7/win10
  • Intermediate understanding of Enterprise/ITIL-compliant ticketing systems; Primarily ServiceDesk Plus or ServiceNow
  • Intermediate understanding of networking; TCP/IP, DHCP, DNS
  • Intermediate understanding of security permissions and how they are applied
  • Intermediate understanding of mobile devices, primarily iOS
  • Basic understanding of Office 365 Management
  • Basic understanding of MDM (Mobile Device Management – Meraki SM/MS Endpoint)
  • Basic understanding of SIP/VoIP

Base Duties

  • 2 nd line of support for all end-user incidents/service requests
  • Filters and analyzes help desk tickets submitted via portal, email, sms, voice, etc.
  • 2 nd level of escalation, more in-depth troubleshooting knowledge required.
    • Break/fix (both remote & on-site)
    • Configuration issues
    • Software installations and in-depth configurations
    • Hardware repair
  • Root Cause Analysis (RCA) and Problem Management Lifecycle
  • CSI Continual Service Improvement | Identify ways to push service forward
  • Account Management; Creation/Deletion/Security Groups/Licensing
  • Provides support to upper-level technicians
  • KB Building
  • Able to adhere to departmental processes/procedures/SLA's
  • Works with 3 rd party service providers as needed.
  • Travel <10% May change dynamically based on business development in key markets

Extended Duties

  • Assist with coordination of on-site projects such as but not limited to;
    • Hardware refreshes
    • Technology improvements
  • Assists with the coordination of nation-wide projects
  • Assists in the management of company-owned mobile devices
  • Assists with procurement of inventory as needed, either relating to PAR or growth
  • Assists with new sites, site moves, acquisitions, and closings
  • Other duties as assigned

Education/Experience Requirements

  • 2+ Years Technical Support Experience
  • High School Diploma Required
  • Associates Degree Preferred Technical Study a Plus
  • ITIL Knowledge/Certification a Plus
  • Other Technical Certs a Plus

Our benefits package includes: (EXCLUDE on perm placements)

  • Comprehensive medical benefits
  • Competitive pay
  • 401(k) retirement plan
  • …and much more!

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
 

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