Job title: Support Technician II

Duration: 12 months contract

Location: Houston TX 77041

Additional Information

This position is Onsite 5 Days per week

Potential to Extend: yes

Convert: Yes

Interview: Teams video/Onsite interview required

Target years of experience: 5

Top 5 Must Haves : A certified, Strong Verbal and Written Communication Skills, Windows 10 experience, Proven ability to multi-task, Comfortable providing in-person and remote support, willing to get other certifications (at our expense) as/when needed/required

Job Description

The Support Technician provisions and maintains end user computing devices (e.g. desktops, laptops, tablets, mobile phones, and peripheral devices such as printers, scanners, fax, and copy equipment). The Support Technician installs and troubleshoots hardware, software, and network problems, escalating to the responsible area with accurate information, and providing technical guidance and oversight.

Hardware/Software Installation

Responds to service requests regarding the installation of hardware and software for end user computing devices.

Carries out hardware asset life-cycle management, including maintaining records of physical assets.

Provides basic user training on equipment.

Provides recommendations to leadership on individual device upgrades or replacements.

Preventive Maintenance

Performs preventative maintenance on all electronic devices and peripheral equipment.

Incident Management

Performs support, troubleshooting, and resolves hardware and software issues for desktops, laptops, tablets, mobile phones, and peripheral devices.

Performs research and develops solutions for hardware and software issues.

Updates incident records and knowledge base with appropriate and timely information.

Required

High school diploma

2 4 years of working experience

Working experience supporting end-user computing devices

Working experience troubleshooting Windows 7/10 and Mac operating systems

Working experience troubleshooting mobile operating systems (iOS and Android)

Working experience working with a ticket management/service desk system

Working experience in an ITIL-based environment

Working experience as a participant in a change management process

Working experience of Microsoft Office products

Technical certifications such as CompTIA A , Microsoft Certification (MCP, MCDST, or other)

Must exhibit excellent customer service skills

Desirable

Apple Certified Support Professional (ACSP)

Other Technical Certifications (Network , Security , Microsoft Modern Desktop Administrator Associate, Azure, AWS, Active Directory Management, etc.)

Working experience with Service Now