Sr. IT Support Technician

## Sr. IT Support Technician Apply locations:
Dallas-Fort Worth - JPtime type:
Full time posted on:
Posted 3 Days Agojob requisition :
JR866##
** People love to work here, plain and simple.**## ## ## It’s easy to
* love* your job when you’re surrounded by driven, passionate leaders. We show up every day and give it our all; not because we have to, but because we want to.## ##
** POSITION SUMMARY
** Provides overall hardware and software support to Mc Cown Gordon  associates, including endpoints and systems, office and field support, printer/copier management, and A/V conferencing. Enhances the technology experience for internal and external clients including complex and urgent requests and challenges.
** PRIMARY RESPONSIBILITIES
**** System Provisioning
*** Maintains endpoint management systems and services such as MDM and software deployment.
* Provisions and deploys endpoints such as laptops and mobile devices.
* Installs and configures software.
* Follows documented procedures, company standards, and direct instruction.
* Manages accounts, groups, and access permissions.
* Provisions networks and systems at remote locations.
** Associate Support
*** Engages associates with the goal of delivering excellent CX by following established procedures, developing innovative solutions, and providing the right level of communication.
* Reviews incoming requests, prioritizes and escalates as needed.
* Provides technical support to associates on a variety of issues, such as A/V conferencing, software installation, troubleshooting, and password resets.
* Addresses technical issues by using remote software and by making site visits as necessary.
* Travels periodically to project sites and regional offices as needed for team support functions.
** Technical Support
*** Diagnoses and repairs software and hardware by troubleshooting and following established procedures to resolve requests.
* Communicates with vendors to resolve escalated technical issues by phone and e-mail.
* Assists with and executes projects by following established procedures, performing thorough research, testing, and implementing.
* Maintains the organization’s knowledge base and writes Knowledge Base articles.
* Serves as an escalation point for complex, urgent requests and as a resource for the support team.
* Addresses issues after business hours as needed.
** Asset Management
*** Tracks all endpoint hardware and peripherals including laptops, mobile devices, copiers/printers, and various equipment by entering details into asset tracking systems.
* Maintains inventory and procures peripherals such keyboards, consumables such as copier toner, and mobile device accessories.
** MINIMUM QUALIFICATIONS
*** Associates Degree in an IT related field, or equivalent certification and training.
* 4-6 years of experience hardware troubleshooting.
* A+ Certification Preferred.
* ITIL v4 Foundation Certification within the first 90 days of hire.
** WORKING CONDITIONS
** The position requires work in an office environment.

Note:

This job description reflects a summary of the job and does not prescribe or restrict the responsibilities that may be assigned. The job description is subject to change at any time.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans
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