About the Position

The Information Technology (IT) Customer Support Representative acts as the first line of support for end users, assisting them with IT related issues through the company helpdesk, groups, e-mail, phone and in-person. This is a Tier 1 position who works on-site with other service reps, system administrators, security analysts, and other IT professionals. This position will office at our distribution Hub in Greenville, TX. This position will have an initial training period conducted out of our main distribution Hub in Georgetown, TX. A valid drivers’ license is required for business travel to other locations.

What are the key responsibilities?

• A consistent physical presence in our Greenville, TX distribution Hub is required. This is not a remote position.
• Monitor and handle all tickets on the company helpdesk, either through resolution or escalation, while clearly documenting the progress and resolution of tickets.
• Setup workstations from the OS to all requested applications and physical installation where needed. Deprovision and wipe retired workstations. Assist in maintaining workstation asset lists and Active Directory.
• Create, maintain, and delete users through Active Directory and Microsoft 365. Assist in maintaining accurate records in Active Directory.
• Complete IT related employee onboarding and termination procedures.
• Conduct IT orientations for new employees.
• Promote technology security best practices and policies with users.
• Assist with daily operations of security applications, such as endpoint management, mobile device management, and spam/phish filtering reports.
• Assist with miscellaneous business applications, such as telephone, keycard, and security camera software.
• Assist with hardware storage and organization.
• Assist with special IT-oriented projects as required.

Qualifications:

• Valid driver’s license required, infrequent travel to sites in North Texas and Georgetown Hub required.
• Experience working on a helpdesk team and operating helpdesk ticketing software required.
• Experience with the Microsoft environment (Windows 10/11, Server 2012/2016/2019, M365) required. Azure and InTune Experience helpful.
• Experience with MacOS/iOS and Android OS preferred.
• Experience with endpoint management and protection helpful.
• Experience documenting processes and procedures strongly preferred.
• Experience with multi-function printers helpful.
• Information Technology related degree preferred but not required.
• Able to troubleshoot issues on-site and remotely, reduce variables and methodically come to a resolution.
• Able to handle end-user issues calmly and diplomatically.
• Able to work with a team of helpdesk support reps, technicians, and specialists.
• Able to work with third-party technicians and vendors.

The statements contained herein describe the scope of the responsibility and essential functions of this position, but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or provide relief during peak periods.