IT Support Specialist- Level 2 Help Desk - Carrollton, United States - SOUTHERNCARLSON INC

Description

This position is a hybrid work schedule 3 days working in the office and 2 days working from home. The in office days you will be working at our Carrollton, TX location.

The IT Support Specialist II, will be responsible for maintaining and supporting the end-user environment. Including desktop and laptop PCs, mobile devices, printers, O365, and Active Directory services. This role will plan and deploy store level, desktop devices, and printers as required for migrations or new service locations. This role will participate in the afterhours / on-call support rotation schedule. Must demonstrate the ability to work well with a minimal amount of supervision while possessing working knowledge of and experience with computer hardware, software, and peripheral devices in a diverse environment.

YOU MIGHT BE A GOOD FIT IF YOU HAVE:

• 3 to 5 year's experience installing, troubleshooting, and repairing hardware and software on Windows-based desktops and laptops.
• 3 to 5 year's experience in a technical support role with Active Directory, DFS, DNS, DHCP, GPOs, Windows Desktop Operating Systems
• 3 to 5 year's experience understanding Exchange and/or O365 technologies in a public, private or hybrid topologies.
• 3 to 5 year's experience working with WAN/LAN/Cloud network technologies and infrastructure devices (i.e., Routers, Switches, Firewalls, VoIP Cisco, WatchGuard, etc.)
• Highly organized self-starter with strong capacity for critical thinking, engagement, and responsive communication
• Experience with working with international clients and/or international companies.
• Experience with executive level escalations
• Experience maintaining, documenting, and resolving tickets through phone systems and ticketing systems
• Positive attitude with our team, our customers, and our business
• Exceptional customer support and communication skills, both verbal and written

WHAT YOU WILL BE DOING:

• Install, move, add, change, troubleshoot, and repair assets such as desktops, laptops, printers, scanners, basic network gear, and peripheral IT equipment.
• Install, configure, and troubleshoot Windows desktop operating systems such as Windows OS.
• Take ownership of Level 2 customer requests and incidents, resolving on-site or through remote support to satisfaction and within established SLAs
• Configure workstations and laptops to operate within an enterprise environment to include network and application configuration, while adhering to security standards
• Perform and validate data backup and restoration processes for user profiles.
• Interact with other team members on identifying areas to improve administration and customer service.
• Create and update documentation pertaining to technical processes and workflows.

Desired Certifications and Skills:

• Technical certifications in the desired technologies: A+, N+, MCP, MCDST, O365/Exchange preferred
• Possess a solid understanding of IP networking and mobile device support.
• Proven assessment, design, planning
• Bi-lingual in English/Spanish preferred

WHY YOULL LOVE IT HERE

Competitive compensation

Daytime shift with great hours

Our collaborative culture

Competitive benefits package, including Health, Dental and Vision

Opportunity to enroll in our 401k program with Employer Match

Employee Assistance Program (EAP)

Paid time off

Notice: Offer for this position is contingent upon the completion of a satisfactory background check and a satisfactory drug test.

SouthernCarlson, Inc. is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.