Senior IT Support Technician - Plano, TX

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.

• 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.

• 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.

• 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.

• 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.

• 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.

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