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IT Support Specialist

2 months ago

Georgetown, Texas, United States WRA Architects Inc. Full time
Job Overview

Position Summary:

The Desktop Support Technician is responsible for delivering IT assistance to both local and remote offices. This role involves diagnosing and resolving issues related to desktops, laptops, and other user devices while ensuring exceptional customer service. The technician may collaborate with Level 3 support for complex problems and is expected to be proactive, technically skilled, and well-organized.

Key Responsibilities:

  • Address and resolve Tier 1 support tickets efficiently.
  • Respond promptly to incoming support requests.
  • Install and configure both hardware and software systems.
  • Manage new account setups and system configurations for incoming employees.
  • Assist in the onboarding process for new hires.
  • Administer Office 365 environments.
  • Utilize remote diagnostic tools to troubleshoot support issues.
  • Perform on-site repairs and maintenance when remote solutions are inadequate.
  • Conduct preventative maintenance on workstations, printers, and peripherals.
  • Demonstrate proficiency with desktop operating systems such as Windows 10, Windows 11, and MacOS.
  • Possess a foundational understanding of networking devices.
  • Familiarity with Cisco Meraki systems is advantageous.
  • Work within Active Directory for user management.
  • Repair and replace hardware as necessary.
  • Provide both onsite and remote support to end users.
  • Assist with audiovisual setups for meetings.
  • Evaluate and test new technologies.
  • Create training documentation for staff.

Qualifications:

  • 2-3 years of experience in technical support.
  • Certifications such as CompTIA A+ or CompTIA Network+ are preferred.

Required Skills:

  • Strong customer service orientation.
  • Excellent organizational and time management abilities.
  • Effective verbal and written communication skills.
  • Interpersonal skills that foster collaboration.
  • Dependable and trustworthy.
  • Solid understanding of computer systems, networks, and software applications.
  • Experience with MS Office, Dell Alienware, Microsoft Surface laptops, and Logitech peripherals.
  • High attention to detail.
  • Familiarity with ticketing systems such as Halo.
  • Willingness to travel to remote locations as needed.
  • Flexibility to work overtime when required.
  • Ability to thrive in high-pressure situations.
  • Capability to work effectively in a team environment.
  • Quick learner of new technologies and software.
  • Physical ability to lift up to 50 lbs.

Reporting Structure:

The Desktop Support Technician will report directly to the IT Manager and will coordinate efforts with Principals and Partners.

Professional Development:

Engage in ongoing education and training relevant to information management to stay updated on best practices and industry advancements.