IT Support Specialist

2 weeks ago

McKinney, Texas, United States StatLab Full time
Key Responsibilities
  • Effectively manages and processes incoming user support requests through the service desk, ensuring incidents are logged, diagnosed, investigated, and resolved or escalated while keeping users informed throughout the process.
  • Installs, configures, maintains, troubleshoots, and repairs computer hardware and software, including servers, desktops, laptops, printers, and peripherals based on incoming support tickets.
  • Delivers tier 1, 2, and 3 technical assistance to users via various communication channels including phone, email, remote access, or in-person interactions.
  • Identifies and resolves all IT-related issues, documenting relevant findings for configuration management purposes.
  • Drives ticket resolution processes, including liaising with external support when necessary for escalated issues.
  • Sets up and deploys new user devices and peripherals efficiently.
  • Troubleshoots and maintains a diverse range of computer equipment, including handheld scanners and printers.
  • Diagnoses and resolves network-related issues effectively.
  • Administers Active Directory/Entra ID, including user, group, and policy management.
  • Leads small-scale IT projects as required.
  • Maintains an accurate inventory of all IT assets in compliance with asset management policies.
  • Monitors systems and services, responding to alerts promptly.
  • Operates in alignment with company core values and standards.
  • Adheres to and promotes all IT security policies, including but not limited to security, asset management, authentication, and user policies.
  • Provides exceptional customer service consistently.
  • Demonstrates effective teamwork across all levels.
  • Complies with company safety standards, ensuring no serious injuries occur.
  • Follows policies and procedures to maintain a clean record during evaluations.
Qualifications and Experience
  • High school diploma or equivalent.
  • Relevant certifications such as CompTIA, Microsoft, or Cisco.
  • A minimum of 3 years of experience in Microsoft desktop support, customer tech support, or related fields.
  • Intermediate proficiency in Microsoft Office products, Windows, Active Directory, Group Policy, and related technologies.
  • Intermediate knowledge of Office 365, Entra ID, and associated tools.
  • Experience in deploying and updating Dell/HP computers and laptops on a large scale.
  • Familiarity with ITIL-certified helpdesk tools for managing support tickets.
  • Experience using remote support and monitoring tools effectively.
  • Excellent communication skills, with the ability to fluently speak, read, and write.
  • Strong time management skills, capable of handling multiple tasks simultaneously.
  • Demonstrated self-motivation and ability to work independently.
  • Attention to detail, particularly in high-pressure situations.
  • Ability to meet the physical demands of the role, including walking, bending, pushing, pulling, and sitting for extended periods.
  • Position involves approximately 75% desk work and 25% standing or moving.
  • Vision and hearing must be within or correctable to normal ranges.
  • Exposure to computers and general office equipment is approximately 85% of the time, with the remaining 15% in a production facility with higher noise levels.
  • Must be available to work regular business hours and on-call during evenings and weekends as needed.
  • Willingness to travel overnight as required, approximately 10% of the time.
Compensation
Pay range is competitive and commensurate with experience.

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