IT Help Desk Technician

Allow us to INTRODUCE ourselves:

Headquartered in Dallas, Indio is proud to call Texas home. With deep roots in the community, we approach each day with an outward focus on how we can help others. We believe maintaining a lifestyle for our residents is essential, and we focus on exceptional service, effective communication, and rapid responsiveness. Sometimes the most basic things are also the most important.

About the Position

The IT Technician performs day-to-day systems and technical support to end users in a timely manner, communicating status of issues, and delivering requests for new or additional capability. The IT Technician will work within the scope of responsibilities as dictated below with guidance and support from the Director of IT.

Location: Onsite

Schedule: Onsite for 90 days during training transitions to Hybrid upon Manager approval

Objectives of this role

• Provide quick and effective assistance with information technology systems, including but not limited to laptop hardware, office printers/scanners, networking equipment, and software installation and support for various office suite products.
• Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance
• Listen attentively to customers’ questions and concerns and offer optimal solutions
• Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel

Essential Functions

• Serve as the first point of contact for customers seeking technical assistance via email, ticketing system, phone or in person
• Walk customers step-by-step through the problem solving process
• Help with troubleshooting hardware and software
• Device management and auditing
• Assist with low code programming and data base management for in-house developed programs and apps.
• Addresses incoming service requests to ensure courteous, timely and effective resolution of end user issues.
• Documents all pertinent end user information and nature of problem or issues, records the information in an online ticket to ensure requests are resolved in a timely fashion.
• Troubleshoots computer support problems; applies understanding of computer software and hardware products and services to resolve problems of users.
• Determines the nature of the user's problem, determines whether problem is caused by hardware such as printer, cables, or telephone, formulates diagnosis, and assists users through problem solving steps.
• Maintains technical and support (knowledge articles) documentation for all systems supported.
• Provides Level 1 & 2 support as needed to address user related issues.
• May perform basic system administration functions including creating users, email accounts, etc.
• Communicates effectively with other professional and support staff to achieve positive customer outcomes.
• Deploys hardware and software as needed.
• Ensures adherence to company security and usage policies, departmental procedures, and strives to protect data pertaining to both employees and clients/patients.
• Promotes and contributes to a positive, problem-solving environment.
• Assesses and handles problems and escalations, with urgency.
• Ensures all projects are delivered on time, and within scope and budget.
• Provides cross-functional data support as needed.
• Adapts quickly to frequent process changes and improvements.
• Is reliable, engaged, and provides feedback as to improve processes and policies.
• Attends all department, team, and company meetings as required.
• May perform any additional responsibilities or special projects as required.
• Duties and responsibilities may be subject to change based upon the needs of the department.
  

Requirements:

• High school diploma or equivalent
• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
• Eagerness to learn new technologies and systems
• Familiarity with both PC and Mac hardware and software.
• Knowledge of Microsoft 365, including Azure Active Directory, Exchange, Intune/Endpoint Management
• Experience with Microsoft Applications, including the Office Suite & Teams
• Ability to troubleshoot phone systems, copiers, printers, scanners & networks
• Extensive experience with Desktop components
• 2+ years' experience troubleshooting of Mac/PC software, Microsoft operating systems, Microsoft Office, networking, telephony, antivirus and off the shelf applications
• Experience in a multi-site environment desirable.

Preferred Skills and Qualifications:

• Experience with Power Apps, Power Automate, Dataverse & SharePoint
• Knowledge of relational database technologies
• Knowledge of integration technologies, APIs and protocols
• Technology certifications including A+, Network+, and Security+, Information Technology Infrastructure Library (ITIL) or Help Desk Institute (HDI) desirable
• Experience with MS Active Directory, Windows, Outlook, PC imaging and deployment technologies, etc.
• Experience with web-based programming languages, including PHP, Java, and HTML

Expected Competencies:

• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Analytical thinking with ability to recognize business needs and drive solutions to address them
• Detail oriented and highly organized
• Ability to multitask and work on multiple high-priority projects concurrently
• Receptive and open to ongoing feedback & training from management and team members
• Collaborative and problem solving to achieve highest results individually and as a team
• Ability to work well in a team environment that promotes inclusiveness & communication among team members
• Friendly, professional, and effective communications skills; able to calmly present solutions in challenging situations
• Good Customer Service skills, with an ability to communicate effectively, both orally and in writing
• Service-orientation and aptitude to utilize proper listening skills
• Self-directed accountability and reliability
• Cultural competence

What's IN it for you:

• Medical, Dental, Vision Insurance
• 401K + Company Match
• 3 weeks of Paid Time Off (PTO)
• 15 Paid Company Holidays

Physical Demands
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable employees with disabilities to perform the essential functions.

While performing the responsibilities of the job, the employee is required to remain in a stationary position most of the time (stand or sit). While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is frequently required to stand, walk and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Equal Opportunity Statement
Indio Management provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training