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IT Support Technician I

3 months ago

Grapevine, United States Altium Limited Full time
Overview:

The IT Support Technician I is the primary technical resource for on-site support teams at Alterman. This position will be responsible for the handling and resolution of service desk tickets, ensuring that customer-facing and internal ticket documentation is accurate and complete. The IT Support Technician I works in lockstep with fellow technicians to address customer issues in a timely and efficient manner, using verbal and written communication to keep all parties fully informed on the details of the ticket. The IT Support Technician I will continue to grow and develop technically through ongoing informal and certification-based training, ensuring that Alterman’s IT team can continue to provide the latest and greatest technology to our user base.

Essential Functions:

Duties

Technical Support

  • Monitor support queues and work with IT support teams to prioritize and resolve open tickets.
  • Assist with diagnosing and resolving technical issues with hardware, software, and mobile devices.
  • Research and resolve technical issues, escalating to senior and partner resources as needed.
  • Assist with queue monitoring and hygiene, as needed, based on ticket volume and staffing
Administrative Support:
  • Build knowledge base articles for common or high-impact issues and their resolutions.
  • Proactively identify opportunities for improvement of user-facing technology.
  • Ensure technical details are documented fully and clearly in each support ticket.
  • Monitor and maintain IT facilities at assigned site(s), such as conference rooms and common-area printers.
  • Maintain IT inventory at assigned site(s) and submit restock orders to IT Management
Education and Experience:
  • Minimum of 1-2 years of experience in a service desk environment or similar role required.
  • A degree in a related field preferred.
Skills/Abilities:
  • Communicates effectively among IT and organizational staff.
  • Recognizes potential issues and recommends solutions.
  • Basic experience with process improvement.
  • Demonstrated initiative in finding solutions to complex issues.
  • Champions troubleshooting processes.
  • Proficiency in documenting request details, statuses, resolutions, and KBAs.
  • Proficiency in deploying end user devices.
  • CompTIA A+ and/or Network+ certification preferred.
  • Microsoft MCSA: Windows 10/11 preferred.
  • Advanced troubleshooting skills with client desktop hardware, software, and administrative tools/services such as:
    • Microsoft Surface family of hardware and Windows 10/11.
    • Microsoft 365 (M365/O365) family of products (Office, Exchange Online, SharePoint, etc.).
    • Apple iOS and iPhone/iPad hardware.
    • Microsoft Intune and Endpoint Management.
    • Microsoft Active Directory services.
  • Personal customer service skills are strongly desired, such as:
      • Ability to carry complex issues through to resolution.
      • Ability to take ownership of tasks and show accountability for their outcomes.
      • Ability to communicate effectively with non-technical users.
      • Ability to properly prioritize when faced with multiple user issues.
      • Ability to write business communication professionally and effectively.
      • Ability to communicate professionally and confidently with senior Alterman staff.
      • Strong focus on continuous improvement of self, team, and process.
  • Work Environment:

    • Office environment.
    Physical Demands:
    • Prolonged periods of sitting at a desk and working on a computer.
    • Manual dexterity associated with computer data entry required.
    • Lifting, carrying, and setting up technology equipment (computers, monitors, boxes) up to 30 Lbs.