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Technical Support Representative

2 months ago

Dallas, Texas, United States Allied Stone Inc Full time
Job Title: IT Support Specialist at Allied Stone

POSITION SUMMARY:

Key Responsibilities:

  • Technical Assistance and Problem Resolution: Act as the primary point of contact for diagnosing and addressing issues related to computer systems, printers, scanners, and telecommunication devices.
  • Support Delivery: Provide technical support through various channels including in-person, telephone, email, and remote assistance.
  • Issue Escalation: Serve as an escalation point for intricate problems, working closely with cross-functional teams and external partners to efficiently resolve issues and reduce downtime.
  • IT Service Management: Oversee the IT service request queue and manage the location's IT requirements.

System and Network Oversight:

  • Manage the installation, configuration, and deployment of hardware and software.
  • Analyze system performance for optimization purposes.
  • Ensure security protocols are upheld in a corporate environment.

User Account Management:

  • Facilitate onboarding and offboarding for employees and contractors.
  • Set up new user accounts for access to internal systems, ERP, and Office 365.
  • Deactivate accounts to revoke access to internal systems and applications.

Documentation and Process Enhancement:

  • Assist in the creation and updating of documentation (SOPs, Knowledge Base Articles, Procedures).
  • Continuously seek and implement improvements in the IT support processes to enhance efficiency and service quality.

Collaboration and Communication:

  • Maintain detailed records in the internal ticketing system for all user interactions and relevant information.
  • Communicate effectively with team members, management, and users in need of assistance.
  • Be prepared to undertake projects as necessary, including support for software and new project implementations.

QUALIFICATIONS:

Education Requirements:

  • Mandatory: High School Diploma or equivalent, along with IT-related certifications.
  • Preferred: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience; CompTIA, Microsoft, and ITIL Foundation certifications.

Experience Requirements:

  • Essential: At least 4 years in an IT support capacity with a focus on advanced troubleshooting and customer service.
  • Proficient in Windows, Mac OS, and Linux operating systems.
  • Experience with network protocols (TCP/IP, DNS, DHCP) and Active Directory.
  • Hands-on experience with system imaging, deployment, and troubleshooting peripherals.
  • Proven track record of delivering technical support through various channels.

Preferred Experience:

  • Experience in supporting users within a cloud-hosted virtual environment.
  • Familiarity with cloud platforms (AWS, Azure, GCP).
  • Experience with scripting languages for task automation and network management.
  • Knowledge of ITIL processes and IT service management.
  • Demonstrated leadership in training and mentoring junior staff.

SKILLS AND ABILITIES:

  • Strong interpersonal and relationship-building skills.
  • Self-motivated with a keen focus on customer service.
  • Excellent written and verbal communication skills.
  • Aptitude for conveying technical concepts in user-friendly terms.
  • Strong analytical and problem-solving skills with attention to detail.
  • Proficient in using tools and components related to IT support.
  • Willingness to learn new processes and technologies.

WORK ENVIRONMENT:

  • This role may be performed in various settings, including office and manufacturing environments.

PHYSICAL DEMANDS:

  • The position may require lifting items weighing up to 50 pounds.

TRAVEL REQUIREMENTS:

  • This role may involve travel to different office locations.

ABOUT ALLIED STONE:

Allied Stone is a leading company with over two decades of experience in high-quality stone fabrication and exceptional customer service. Our collaborative relationships with major suppliers ensure consistent quality at competitive prices. Our innovative designers and skilled craftsmen utilize state-of-the-art technology to provide clients with seamless experiences and unparalleled finished spaces.

OUR IT TEAM VALUES:

  • Excellence in Service: Prioritize the needs of users, delivering reliable and efficient solutions.
  • Integrity: Uphold the highest ethical standards in decision-making.
  • Collaboration: Value teamwork and diversity to achieve optimal outcomes.
  • Accountability: Take ownership of work and outcomes.
  • Continuous Learning: Embrace ongoing education to stay ahead in a rapidly evolving field.

BENEFITS:

  • Competitive salaries and comprehensive benefits packages.
  • Opportunities for ongoing learning in a diverse and inclusive work environment.
  • Allied Stone is an Equal Employment Opportunity Employer.

EEO STATEMENT:

Allied Stone Inc. is committed to providing equal employment opportunities regardless of race, color, religion, gender, sexual orientation, identity, national origin, disability, veteran status, or any other protected characteristic by law. We embrace diversity and foster a respectful work environment.

ADDITIONAL RESPONSIBILITIES:

  • Participate in IT-related projects and initiatives as needed.
  • Assist in developing and implementing IT policies and procedures.
  • Provide training and support to end-users on hardware and software applications.
  • Collaborate with vendors to resolve technical issues.
  • Conduct routine audits to ensure compliance with IT standards.
  • Stay updated on the latest technology trends and advancements.
  • Perform additional tasks as assigned by the IT Manager or leadership.