IT Support Technician IT Support Technician

Job Title:- IT Support Technician
Location:- Houston, TX 77058
Duration:- 1 year Contract on W2
Shift Timing:- 7 AM till 3 PM

Job Description:-
This person specializes in designing, implementing, and administrating IT applications and infrastructure used to support end users. This individual will have a diversified application and infrastructure architecture experience background, demonstrated project coordination, excellent vendor management skills, and a superior, service-oriented approach to supporting related business processes. This individual is also responsible for coordination with resources to ensure that quality, efficiency, and agility goals are achieved. The role contributes to the development and execution of the IT strategy, which includes the guidance, implementation and service delivery of capabilities required to achieve business success.

Duties & Frequency:
1. Service Management - Prioritize and resolve ongoing incidents, problems, and change requests, as well as fulfill service requests from users. (20%)

2. Application Lifecycle Services
• Administer applications and cloud-based subscription services, including related operating systems if pertinent.
• Execute system and service-related restoration tasks.
• Roll out new software and introduce improvements to current applications and services.
• Confirm the operation of automated daily backup procedures.
• Confirm the operation of automated patch programs. (15%)

3. User Lifecycle Services
• Deliver support to users for all network-connected devices and software, encompassing incident resolution, software setup, and foundational training on hardware and software features.
• Ensure the implementation of antivirus and advanced malware defense systems.
• Comply with security protocols for mobile enterprise and external storage devices.
• Confirm that client devices operate on the most recent, company-endorsed software and firmware versions. (10%)

4. User Troubleshooting
• Confirm uninterrupted network connectivity for all desktops, desk phones, mobile devices, diverse printer models, and multi-function devices.
• Resolve issues related to Microsoft client operating systems.
• Address reported issues concerning the Microsoft 365 suite of applications.
• Rapidly coordinate the replacement of essential components such as hard drives, memory, and power supply units through third-party vendors to minimize user downtime.
• Offer guidance on voice system utilization and liaise with vendors for advanced troubleshooting when required. (10%)

5. Security
• Comply with all security protocols set by the Kuraray America IT department.
• Administer the setup and termination of access accounts for relevant applications or services, as authorized. (10%)

6. Training
• Train internal clients on best practices for utilizing Kuraray America's hardware and software tools.
• Conduct onsite and remote sessions, either one-on-one or department-wide, to highlight the usage and benefits of the available hardware and software resources. (10%)

7. Server Application and hardware troubleshooting
• Guarantee uninterrupted network connectivity for all servers, phone systems, and other network devices.
• Diagnose and resolve issues related to Microsoft server operating systems.
• Address problems with third-party server software.
• Diagnose and remedy issues with network devices, including routers and switches.
• Promptly substitute essential server components such as hard drives, memory, and power supply units to ensure minimal downtime. (5%)

8. Network design and maintenance
• Collaborate in the planning, implementation, and evaluation of the company's wired, wireless, and voice infrastructures.
• Investigate advancements in network products, services, protocols, and standards.
• Supervise network performance, conducting tests and producing analytical reports on network statistics.
• Advise on and execute network enhancements, updates, and maintenance tasks.
• Formulate and implement server backup strategies and recovery measures in line with the company's disaster recovery and business continuity plans. (5%)

9. Asset Management
• Assist in the lifecycle maintenance of IT assets through the provided asset management platform(s).
• Administer user and computer objects within the User and Computer directories, including additions, modifications, and deactivations (5%)

.10. Procurement
• Collaborate with clients to continually assess and address their technology requirements.
• Coordinate with external suppliers for the procurement of technological solutions, both hardware, and software (5%)

10. Voice Services
• Deploy and support the voice enabled devices by adding/updating desk phone hardware, modifying voice extensions, and adjusting voicemail accounts as needed.
• Provide support and maintenance for all voice-related incidents and requests. (5%)

Outside Contacts - VAR (Value added reseller) sales representatives
IT hardware & software procurement - (Daily)
Dell technicians - Repairs/hardware troubleshooting (Weekly)
Cabling technicians - Network cabling infrastructure - (Quarterly)
Dell sales representatives - Client and infrastructure hardware procurement - (Weekly)
• Types of decisions you make without prior approval:
Resolve technical issues using prescribed IT service management methodologies.
• Types of decisions referred to higher authority:
Fulfillment of new software, hardware, or service provider requests
Access related requests to privileged or confidential information resources

Receive tasks via communication channels like email, chat, text messaging, phone calls, or the IT service management system.

Sit - 5 hours/day
Stand - 2 hours/day (less than 50 lbs)
Walk - 1 hour/day (less than 50 lbs)

Quals--
• Minimum Education, Training and Experience
Possess a bachelor's degree or comparable certifications, coupled with 1-3 years of professional experience emphasizing infrastructure and application elements within a diverse wired and wireless setting.
Superior communication abilities to efficiently engage with both internal and external stakeholders
Proficient in written communication
Detail-focused with the capability to manage multiple tasks simultaneously and arrange work for optimal efficiency.
Skilled in handling inquiries and issues from both internal and external clients.

Exhibits proactivity, collaborative spirit, and the capacity to operate with limited oversight.
Strong attention to detail, capable of managing repetitive tasks and juggling multiple responsibilities.
• Preferred Skills, Knowledge and Experience
Proficiency in cloud-based platforms such as Azure and the Microsoft 365 suite.
Familiarity with virtualization tools like VMware
Proficiency in cybersecurity tools, including endpoint protection and intrusion detection systems.
Proficiency in programming languages, database management, version control, DevOps, cloud services, as well as software development methodologies
Proficiency in Application security, API development and integration, and UI/UX design
Certifications such as CISSP, CompTIA Network+, or Microsoft Certified: Azure Solutions Architect Expert

Familiarity with industry-specific software or tools, such as those used in manufacturing.
Knowledge of regulatory standards relevant to the industry, like GDPR for data privacy
Experience with cross-functional team collaboration, showcasing knowledge of business, marketing, or other non-technical areas that may be relevant to the role.

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