IT Support Specialist II

About The Role

This position supports both local and field users, including those at our General Offices as well as sales and construction offices. This position requires the deployment, replacement, repair and troubleshooting of windows desktops, notebooks, Microsoft Surface devices and other mobile devices such as cell phones, tablets, and Apple iPads. The position also involves the deployment and troubleshooting of printers, copiers, plotters, scanners, phones, webcams, wireless music streaming devices, home automation equipment, multi-media equipment, large displays, wireless hotspots, mobile devices, video conferencing equipment, and other networking equipment as needed.

• Monitor incoming service request and ensure requests are logged properly and promptly. All incoming calls for requests are also to be logged and assigned using Fresh Service.
• Provide corporate, sales and construction users with technical support on-site, at the Houston General office, Dallas Main Office and other field locations over the phone, via email, or by utilization of remote assistance tools.
• Provide technical support for internet and network related issues; troubleshoot and report outages to internet service providers while staying in communication with the Servicedesk and Infrastructure group, with the objective of prompt service recovery.
• Provide technical support for Windows devices.
• Provide technical support for Teams phones and provide users with basic operation.
• Set up Laptops for deployment by use of System Center Configuration Manager (SCCM) and other company approved configuration checklists.
• Perform laptop repairs, correct printing and scanning issues, and address network outages with critical deadlines.
• Provide technical support for in-house applications and services as well as other industry leading software such as MS Office applications including Word, Excel, PowerPoint.
• Installation and support of Autodesk products such as AutoCAD, AutoCAD LT, 3DS Max, Civil 3D, Design Review, and DWG True View.
• Installation and support of Adobe Creative Suite and Creative Cloud programs such as Photoshop, InDesign, Illustrator, Adobe Professional and Adobe Reader.
• Installation and support of Blue Beam PDF Editor
• Provide technical support for other Microsoft programs and services such as One Drive, Teams and other Office 365 cloud tools and services.
• Participate and assist in hardware and software rollout projects. Hardware and software rollout involves planning and coordination with the rest of the Service desk group, Project Manager, Management, and other Contractors. Hardware and software rollouts are preferably to be done with little or no downtime to the users.
• Troubleshoot, research, document and communicate with the Infrastructure group issues beyond the scope of knowledge or expertise of the IT Support Specialist II that affect user uptime and productivity.
• Serve as liaison to the Service desk group communicating with the Infrastructure group more complex and involved issues.
• Collaborate with Service desk Team and promote learning and improvement of skills.
• Assist in creation and maintenance of computer procedures and processes.
• Assist with auditing and managing of computer equipment and other network related assets such as routers, switches, internet lines, and wireless cards.
• Responsible for completing and following through with a list of assigned tasks and projects within specified timelines.

• High School Diploma or equivalent required;
  Associates Degree in IT-related field preferred.
• Requires at least 5 years of relevant support role experience.
• Familiarization with IT Service Manager (ITSM) required, Fresh Service experience preferred.
• Understanding of IT Service Desk practices with strong emphasis on customer service.
• ITIL training and ability to implement successful processes.
• Familiarity with Microsoft Azure AD Joined and Hybrid Joined.
• Basic knowledge and familiarity with Microsoft Endpoint Manager Admin Center and Azure Active Directory Admin Center and Secure Group
• Experience working with Azure Active Directory managing user and devices.
• Experience working with Active Directory…