Job description

Responsible for providing technical support and ticket\alert management to our managed services clients. This includes but is not limited to providing ticket triage, daily follow up on all client tickets and communication/documentation, review monitor alerts such as backups/security alerts/infrastructure outages, Onsite/Remote IT support, on-call rotation, and review of time tracking during weekly meetings.

Required Skills:

* Must pass background check

* Must be US citizen

* Soft skills with client and ability to speak with clients regularly

* Strong documentation and communication skills

* Able to keep to strict deadlines

* Windows and network knowledge and experience is a must

* Provide end-user support via phones and remote management tools

* Must work well with team members and clients

* Documentation, discovery and updates to warranties, licenses, troubleshooting notes, account information, permissions, expirations, inventory, network physical\logical documentation and labeling of all hardware

* Ability to follow process and update processes as needed

* Strong knowledge of implementing and utilizing remote management and monitoring

* Basic Active Directory, VMware, permissions, & networking

* Experience with PowerShell and GUI interface

* Experience configuring, implementing, and supporting various back-up and anti-virus solutions at the desktop and server level

* On-call rotation required valid state driver's license and good driving record

* Onsite training is provided for advancement

Responsibilities:

* Follow through on weekly onsite process: Ticket triage prioritization and creation

* Ticket and client communication. Making sure tickets have daily follow ups.

* Onsite and remote visits to client locations in DFW area.

* Review time tracking for tickets in weekly meetings.
* Checks include backups, security alerts and definitions, software and hardware updates and review client documentation, and maintain clients and tickets

* Patch schedules, client checklist, update and work on tickets and keep up with communication with client and team on installs, on-call rotation, maintenance and upgrades to computer hardware and software systems

General Duties

* Assist team with troubleshooting and communication while diagnosing and resolving network/server issues

* Work as an end user administrator for basic functions like password resets.

* Work as a smart hands with senior engineers

* Other related duties assigned as needed ability to lift at a minimum of 50 lbs

Education Requirements:

Associates degree in technical discipline or related field experience or an equivalent combination of education and experience as required for the specific job level

Desired Education: (One or more of the following)
* CompTIA, MCSA and\or MCTS certification is highly desired

* ITIL V3 Foundation certificate desired

* CCNA may garner a higher starting salary with proven knowledge of routing/switching/firewalls

Desired Experience:

Technical: 1-3 years' experience in related areas

Client Relations: 3 - 5 years

Job Details:

Job Type: Full-time

$60,000 to $80,000

Health Insurance

Vison/Dental Insurance

Paid Time Off

Flex time during help desk schedule local candidates only:

Dallas-Fort Worth, TX

Work Remotely – Partial/Onsite

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday
• On call

COVID-19 considerations:
Currently we adhere to current guidelines of the CDC

Ability to commute/relocate:

• Grapevine, TX: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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