AWTX IT Helpdesk Technical Support

Job Summary:

AW Texas IT Helpdesk Technical Support, reporting to IT Manager, will be responsible to provide level 1 technical support to end users. He/she will be responsible to maintain and update technical documentation for desktops, laptops, handy terminals, printers (LaserJet and Label Printers) and mobile phones (iPhones). Additionally, he/she will be responsible to maintain all the Hardware and Software inventory up to date.

Supervisory Responsibilities:

Duties/Responsibilities:

• Configure and Support Handy Terminals
• Provide technical support to end users, hardware (Desktops, laptops, tablets, and mobile phones), and software (configuration, installation, and troubleshooting)
• Technical Support to Label Printers and LaserJet Printers
• Manage the Helpdesk system, keep the system up to date, assign tickets, create monthly reports for Incidents and Requests
• Act as a technical resource to others to resolve problems, errors, or other related issues.
• Anticipate customer needs and proactively identifies solutions
• Plan, prioritize, organize, and complete work to meet established objectives
• Manage mobile phones, configuration, troubleshooting, inventory
• Be available 24/7 to support the company if needed.

Required Skills/Abilities:

• Communication: Able to communicate in a clear, articulate, and professional manner on a daily basis via written and oral.
• Planning/Organizational: Able to prioritize work activities, use time efficiently and work through projects in a self-motivated manner balancing efforts between contracts, vendor agreements, and pricing requests.
• Problem-solving: Able to identify and resolve problems in a timely manner; gather and analyze information skillful; able to apply independent judgement on a regular basis in making decisions.
• Demonstrated professionalism and responsible enough to take ownership of projects
• Capacity to prioritize, meets deadlines, balance multiple tasks and work in a fast-paced environment.
• Effectively manage sensitive and confidential information.
• Ability to interact with team members and management at all levels.
• Follow established and documented policies and standard procedures
• Knowledge of the network protocols and topologies
• Knowledge of DHPC server, Active Directory
• Knowledge of O365
• Must have competency of Windows 10 Pro
• Must be able to document troubleshooting steps and resolutions within ticketing system

Education and Experience:

• Associate degree in information system, information technology, computer science or related field required.
• At least 3 years of professional experience providing level 1 Technical Support, troubleshooting for Infrastructure (Laptops, Printers, Handy Terminals, Windows 10 Pro, O365, MS Teams).