Tier 2 Tech Support-CA

With Addison Professional Financial Search LLC in Houston TX US

More jobs from Addison Professional Financial Search LLC

Posted on July 24, 2019

About this job

Job type: Full-time
Role: System Administrator


design, user-interface

Job description

Responsibilities Responsible for the primary support and acts as the point of contact for an entire regional area that may be inclusive of multiple locations in multiple cities and in some instances multiple states within all aspects of technology. Consult with end users to determine hardware, software, and system needs across a range of services, including but not limited to computers, mobile devices, displays, printers/copiers, wireless services, and security. Provide budgetary guidance for OpEx and CapEx Budgets for Operations on an annual basis and facilitate purchasing of technology equipment as necessary. Responsible for receiving and logging all requests for support and problem reports, and referring service requests to the appropriate person/business unit for resolution. Enter requests into ITSM application and files supporting documentation and monitor daily progress of resolution of items from initial receipt until ultimate resolution, ensuring that the end user is kept informed of status on critical problems, order status, etc. Learn and understand client processes and system needs and recommend improvement in workflow. Implement technology applicable to the desktop environment inclusive of the architecture and design pre-implementation, product installation and operation, as well as on-going support. Collaborate with multiple groups/departments on the design and development of technology for Regional Office spaces. This is inclusive but not limited to scoping wiring requirements, network architecture, AV design and implementation, etc. Participate in analysis, design, and development of various efforts to improve or upgrade the existing remote environment (network upgrades, desktop upgrades, etc.). Responsible for technology hardware, software and peripheral additions, moves, changes, and issues at the community and/or regional offices. Facilitate printer support adds, moves, changes, and issues at community commercial leasing offices and regional offices. Coordinate with end users to determine onsite needs and scope equipment to accommodate based on developed standards and technology lifecycles. Evaluation of emerging technologies for technical advancement throughout IT. Assist in local and wide area network support including work with switches, hubs, and routers (wired and wireless) as well as potentially the overall management of these devices. Assist in resolution of server issues at regional offices (reboots, basic trouble shooting, etc.). Assist in resolution of basic phone and phone system issues and problems and coordinating with departmental teams to help facilitate issue resolution. Assist in resolution of basic business application issues and questions. Assist with security as necessary for new user setup, transfers, and terminations. Assist with internal/external network troubleshooting including carrier or provider connections Leverage software and tools to facilitate the support of end users or devices. Assist in password management, user or device resets, etc. Maintain records /inventory of site information, devices, hardware/software, etc. Coordinate with vendors on contract negotiations, invoicing, etc. Follow company and departmental policies and procedures. Deliver a high level of customer service in a high volume environment. Demonstrate proven multi-tasking, communication, and organizational skills. Constantly communicate with clients on items assigned and meet their expectations. Continuously work to improve key competencies and product knowledge. Report weekly to the supervisor as to status of open items and projects. Coordinate and work effectively in team driven environment with staff members across the organization. Participate in analysis, design, and development of various efforts to improve or upgrade the existing remote environment (network upgrades, desktop upgrades, etc.). Qualifications High School Diploma required; Bachelor’s degree or equivalent experience and training preferred 8-10+ years of related work experience Technology Experience with Microsoft and ITSM software; certifications preferred Self-starter approach with the ability to work with minimal direct supervision Proficiency in Microsoft Office Suite including Word, Excel & Outlook Excellent written and verbal communication skills Environmental/Working Conditions Travel required is typically 30% - 40% out of home market. Home market travel from community commercial office to office is typically 40% – 70%. You will be exposed to constant activity that requires intermittent standing, bending, crouching, pushing/pulling, lifting/moving/carrying (light to heavy weight material/computers/printers/equipment), climbing ladders and stairs. Must have normal range of vision. Must be able to complete tasks wearing appropriate safety equipment (i.e., back belts, goggles, masks, gloves, etc.).

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