Desktop Support Tech II

Living Our Values
All associates are guided by Our Values. Our Values are the unifying foundation of our companies. We strive to ensure that every decision we make and every action we take demonstrates Our Values. We believe that putting Our Values into practice creates lasting benefits for all of our associates, shareholders, and the communities in which we live.

Why Join Us

• Career Growth: Advance your career with opportunities for leadership and personal development.
• Culture of Excellence: Be part of a supportive team that values your input and encourages innovation.
• Competitive Benefits: Enjoy a comprehensive benefits package that looks after both your professional and personal needs.

Total Rewards
Our Total Rewards package underscores our commitment to recognizing your contributions. We offer a competitive and fair compensation structure that includes base pay and performance-based rewards. Compensation is based on skill set, experience, qualifications, and job-related requirements. Our comprehensive benefits package includes medical, dental, and vision insurance, wellness programs, retirement plans, and generous paid leave. Discover more about what we offer by visiting our Benefits page.

A Day In The Life
Responsible for delivering technical support for computer systems, hardware, and software, including responding to queries, running diagnostics, isolating issues, and implementing effective solutions.

As a Desktop Support Tech II you will:

• Provide technical assistance and support for incoming queries and issues relates to computer systems, software, and hardware.
• Respond to queries either in person or over the phone including but not limited to high intensity situations.
• Availability for afterhours on-call support is required.
• As needed, collaborate with third-party support and PC equipment vendors.
• Conducting group training sessions to educate users on common tools and increase awareness.
• Provide support and facilitate on-site repairs for field and remote offices.
• Managing and maintaining personal ticket queue to meet compliance service agreements.
• Possesses strong organizational and time-management skills
• Ensure daily performance and reliability of computer systems and end user devices.
• Respond to customer inquiries via email and instant messaging
• Ask questions to determine nature of problem and guide the customer through problem-solving process.
• Escalating, reporting, alerting of critical issues as needed.
• Install, modify, and repair computer hardware and software.
• Maintain & update computer hardware and storage to ensure compliance with company policy.
• Run diagnostics programs to resolve problems.
• Perform routine network and PC installation.
• Resolve technical problems with Local Area Network (LAN), Wide Area Network (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customer to ensure issue has been resolved.
• Gain feedback from customer about computer storage and overall process.
• Continuously follow and improve the Desktop Support process
• Maintaining knowledge base.
• Managing computer systems, peripherals and forecast the replacement of user devices based on request.

What We Need From You

• Bachelor's Degree Req
• 4-6 years related experience or equivalent combination of education and/or experience Required
• Proficient in Windows Enterprise OS up to 11, Apple/macOS up to Sequia, PC Hardware and configuration including related peripherals.
• Working knowledge of Microsoft 365 Administration, Microsoft Office Suite(s) including and up to Office365 client, Office365 for Mac
• Working knowledge virtual environments, ticketing systems, Active Directory/Azure AD, deployment systems, IT asset management tools, A/V conferencing systems, and related technologies.
• Working knowledge administering Microsoft Intune-Endpoint Management or similar MDM solutions for managing iPads, iPhones, and Android devices in a business setting
• Excellent customer service and problem-solving skills, with a strong ability to deliver prompt, diligent, and courteous responses to user inquiries and PC-related issues across all organizational levels.
• Excellent written and verbal communication skills.
• Ability to demonstrate practical judgment and common sense.

Physical and Environmental Requirements The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the work day and frequently access, input, and retrieve information from the computer and other office productivity devices. The associate is regularly required to move about the office and around the corporate campus. The associate must frequently move up to 10 pounds and occasionally move up to 25 pounds.

Travel Requirements
20% May be asked to travel to remote Houston area locations, as well as out of state locations.

Join Us
The Friedkin Group and its affiliates are committed to ensuring equal employment opportunities, including providing reasonable accommodations to individuals with disabilities. If you have a disability and would like to request an accommodation, please contact us at TalentAcquisition@friedkin.com. We celebrate diversity and are committed to creating an inclusive environment for all associates.

We are seeking candidates legally authorized to work in the United States, without Sponsorship.

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