Job description:

We are a small to medium sized eCommerce and Enterprise Installation business, focusing on Cellular Signal Boosters and allied technologies, located in the Stafford Texas area. We are seeking a dynamic and hard-working Information Technology (IT) Associate, reporting to the Vice President of Technology, to join our growing team. This is a full-time in-office position, with tremendous opportunities for growth.

Who we are:

Silk Worldwide, Inc. is the parent company of Wilson Amplifiers, SignalBoosters, Bolton Install Pros, Bolton Technical and more. We are an Inc-5000 Fastest-Growing Private companies in the country five years in a row, and Houston Business Journal's Fastest Growing Companies in Houston for four consecutive years.

Job Summary:

The IT Associate will be responsible for monitoring and providing support for enterprise level cellular Signal Booster systems, cellular modems and other appliances; providing technical support and assistance to the organization's IT infrastructure and users; and assisting on special technology projects. This role involves troubleshooting hardware and software issues, maintaining IT systems, and assisting with IT projects under the guidance of senior IT staff.

What you'll do:

1. Monitor Systems:
- Monitor remote systems on centralized monitoring software.
- Liaise with inside install team for support and maintenance contracts.
- Monitor network devices and ensure SLAs are met.
- Alert customers and team members of network device issues and trouble shoot to ensure connectivity and reliability.

2. Technical Support:
- Provide first-line technical support to end-users via phone, email, or in-person.
- Troubleshoot and resolve hardware, software, and network issues in a timely manner.
- Assist users with setup, configuration, and troubleshooting of computers, peripherals, and software applications.
- Document support activities and resolutions in the ticketing system.

3. System Maintenance:
- Perform routine maintenance tasks on IT systems, including updates, patches, and backups.
- Monitor system performance and identify areas for improvement
- Assist in maintaining inventory records of hardware and software assets.
- Ensure compliance with IT policies and procedures.

4. IT Projects:
- Assist in the implementation of IT projects, such as software upgrades, network expansion, and system migrations.
- Collaborate with other IT team members to plan and execute project tasks.
- Provide support during project deployments and rollouts.

5. User Training and Documentation:
- Develop user documentation, guides, and training materials for IT systems and applications.
- Conduct training sessions for end-users on IT tools and best practices.
- Ensure users are informed and trained on IT security policies and procedures.

Our Ideal Candidate:

• Bachelor’s degree in Computer Science, Information Technology, or related field, is preferred
• 1-3 years of experience in IT support or a related role
• Relevant certifications (e.g., CompTIA A , Microsoft Certified Professional) are a plus
• Excellent communication and interpersonal skills.
• Proficiency in troubleshooting hardware, software, and network issues.
• Knowledge of Windows and macOS operating systems.
• Familiarity with Active Directory, Microsoft Office 365, and other productivity tools.
• Ability to work independently and collaborate effectively in a team environment.
• Previous experience in the wireless telecommunication industry and/or eCommerce is an advantage
• Ability to work in a fast-paced environment on projects with tight deadlines.
• Understanding of technology concepts with the ability to translate technical information to non-technical terms, both verbally and in written format.
• Ability to manage multiple priorities and demonstrate time management skills.
• Ability to think and act strategically and proactively.
• Exhibit excellent problem-solving and troubleshooting skills while maintaining confidentiality.
• Must be reliable and have dependable means of transportation
• When needed, must have the ability to work remotely (PC, internet, and cellular service) due to covid and/or emergency conditions
• Must be able to pass a pre-employment background and/or drug screening

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 1 year
• 2 years
• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Are you aware the salary range for this position is $45- $55k/yearly (base plus potential for discretionary bonus)?

Experience:

• IT support: 1 year (Preferred)

Ability to Commute:

• Stafford, TX (Required)

Work Location: In person