Technical Support

Job Title: Technical Support

Location: Plano, TX
- Onsite

Duration: 6 months

Customer Support and Advocate Specialist

• Assist the Service Desk by actively taking intake calls
• Provide top‑notch customer focused support
• Have excellent written and verbal communication skills
• Engage in cross‑training efforts amongst peers where applicable
• Contribute to site level operational readiness and process improvements
• Effectively manage as needed
• Self‑aware of gaps in skills and works to improve
• Frequently collaborates with site lead, acting as back‑up when delegated
• Cross‑platform collaboration with immediate peers

• High School Diploma, GED, or equivalent certification
• At least 1 year of experience in tech support and administration
• At least 1 year of remote tech administration and end user support
• At least 1 year of experience with Windows 10
• At least 1 year of experience with ticketing and traffic reporting tools (Zendesk, HPSM, Service Now)

• Bachelor's degree in business, Information Systems, Computer Science, or military experience
• 1+ years of experience with Active Directory services integration
• 1+ years of experience with defining, implementing, and leveraging process (change, incident, problem) management functions
• 1+ years of experience with virtualization technologies, to include VMWare tools (Fusion, ESX)
• 1+ years of macOS Server administration experience
• 1+ years of experience with Active Directory
• 1+ years of experience with macOS
  - High Sierra or earlier operating system
• 1+ years of experience with platform management and integration, to include JAMF Casper Suite or SCCM
• 1+ years of experience with productivity tools running on Mac, to include MS Office, Lync or Skype
• 1+ years of experience with Mac experience supporting 100+ end users
• 1+ years of experience with image deployment, software and system testing and encryption and security tools (McAfee) on Windows and macOS
• Apple certification(s)