IT Support Manager

4 weeks ago

Houston, United States QISG Full time
Job DescriptionJob DescriptionJob Description – IT Support Manager 
General Description
The IT Support Manager will lead the IT Department in troubleshooting and maintaining computer hardware/software. The manager will be responsible for providing excellent customer service while resolving IT service requests, installing software, assisting with the onboarding/offboarding of staff members, providing technical support and maintaining company printers, mobile devices, and conference room equipment as well as other IT support duties.
This role is based in Houston, Texas and will report to the IT Director.  

Duties
Incident Resolution
•    Provides documented break/fix solutions to resolve interruption or performance degradation issues with existing personal computing services with an emphasis on personal and rugged purpose-built computing HW, SW, OS, APP, mobile connectivity & associated peripherals, including workstation, peripheral or component troubleshooting and replacement, SW uninstall/reinstall and OS reimaging.
•    Recognizes, documents and addresses more complex and/or systemic problems and work with other technology support teams when required.

Asset Lifecycle Management

•    Provides timely and accurate updates of asset management records as a result of incident resolution, service request fulfillment, physical inventory/audit and refresh activities including status, location, assignment and others.
•    Recognizes, documents, resolves and escalates anomalies and inconsistencies between and within observed physical assets and recorded asset information.
Client Relationship Management 
•    Engages clients to promote services and manage expectations for HW, SW, OS, APP, mobile connectivity & associated peripherals focused incident resolution and request fulfillment services.
•    Advocates the client perspective within Information Technology with an emphasis on personal and computing HW, SW, OS, APP, mobile connectivity & associated peripherals to ensure business objectives and requirements are incorporated into deliverables.
•    Manages the relationship between clients and other IT teams within Quanta.
Specialized Support Services 
•    Provides specialized incident resolution and request fulfillment services having demanding performance standards such as after-hours support, executive support and other services as scheduled and/or assigned.
•    Provides other required support services during peak demand periods and other high volume scenarios as necessary 
•    Image laptops with SCCM
•    Update and maintain process and procedure documentation.
•    Possess ability to work in Active Directory, Office, and other Microsoft Applications
•    Install and configure approved applications for end-users
Education and Experience Requirements 
•    Bachelor degree in computer science or other related discipline is required.
•    Minimum of 5 years of experience with at least 1 year in Information Systems and 3 years in a directly related position with a mid to large size company.
•    Experience supporting HP, Dell and/or Lenovo workstations.
•    Experience supporting mobile/remote connectivity solutions specifically 5G mobile broadband and virtual private networking (VPN).
•    Experience with Microsoft SCCM.
•    Experience supporting multifunction devices (MFDs) and printers.
•    Experience working with IT Service Management systems.
•    Experience working with IT Asset Management systems.
•    Experience working with Knowledge Bases.

Preferred Education and Experience: 
•    Bachelor’s degree in computer science or other related discipline in combination with required experience mentioned above.
•    Experience performing other Customer Service/Facing related roles is considered a plus.

Licenses/Certifications 
•    ITIL Foundations Certification required
•    Comp TIA A+ - required
•    ITIL Foundation - required
•    MCITP - preferred
•    MCDST - preferred
•    HDI Desktop Support Technician - preferred

Preferred Skills/Abilities
•    Ability to identify and correct reoccurring issues relating to workstations
•    Excellent customer service skills, including exceptional verbal and written skills
•    Strong problem solving/analytical skills
•    Ability to lift and move IT equipment such as computers, monitors, and printers
•    Understanding of service desk management best practices
•    Experience in IT/help desk management systems, to track, manage, and report on workload
•    Experience in proving support for a wide variety of end users with a various range of issues including, but not limited to, desktop, Operating Systems, hardware, software, email, etc.
•    Experience managing and deploying mobile devices
•    Imaging – advanced level;
•    Cloud Applications – intermediate level;
•    Client-Server Applications – intermediate level;
•    Mobile Applications – intermediate level;
•    Browsers – advanced level;

Travel Requirements
•    Travel:  Yes
•    Percent of Time: 30%
 

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