IT Support Technician - Texas

The Senior IT Support Technician is responsible for delivering advanced on-site and remote technical support for a wide array of computing systems, including desktops, notebooks, and peripheral devices. This role plays a critical part in system maintenance, troubleshooting, compliance, and serves as a technical escalation point for resolving complex hardware and software issues. The technician also contributes to IT projects and documentation.


Responsibilities:

• Monitor the ticket flow for the supported business unit and resolve or escalate urgent tickets and those at risk of missing their SLA.
• Serve as a liaison between business unit leadership and the IT department, keeping the business unit advised of IT projects serving or impacting them as well as keeping IT advised of business unit projects requiring IT support.
• Act as a technology advisor to business unit leadership, providing guidance on leveraging technology - including artificial intelligence - to achieve business objectives, improve operational efficiency, and drive innovation. This includes evaluating technologies, recommending solutions, and ensuring alignment with the overall business strategy.
• Partner with the business unit to understand core business processes and the systems supporting them.
• Handle escalated customer requests and implement corrective actions.

Essential Functions:

• Installation & Configuration:

Set up, configure, and administer desktops, laptops and other devices.

Ensure hardware and software systems are installed to company standards and operational requirements.

• Support & Troubleshooting:

Provide second-level support for resolving advanced technical issues, both remotely and on-site.

Respond to incidents in accordance with Service Level Agreements (SLAs).

• Documentation & Communication:

Ensure systems adhere to IT security policies and corporate standards.

Effectively communicate system issues, updates, and assigned project progress

• Compliance:

Ensure systems adhere to company IT standards, policies, and security protocols.

• Work Order Management:

Utilize ticketing/work ord

Job Specifications:

• Education: Associate degree in Computer Science or related field required;
  Bachelor's degree preferred.
• Experience: 10+ years of hands-on technical support experience.
  Experience in a manufacturing environment is a plus.
  Prior Tier II/III or senior-level support experience preferred.
• Spanish is highly preferred
• Certifications: Microsoft MCP or equivalent certification preferred

• Technical Knowledge:
• Strong proficiency with Office 365 and Windows 11 Operating System.
• Working knowledge of TCP/IP, DNS, DHCP, and network configurations.
• Skilled in diagnosing and repairing PC, notebook, and peripheral hardware.
• Experience with backup software, remote desktop tools, and endpoint management.
• Basic scripting (e.g., Power Shell) preferred.