Job Summary: This Dallas, TX-based role focuses on providing end-user support, IT infrastructure monitoring, and technical assistance.
Responsibilities: - Provide hands-on technical support for hardware, software, and network-related issues.
- Troubleshoot and escalate network, server, and infrastructure performance problems as needed.
- Serve as Level 1 Helpdesk support for PCs, phones, and other IT hardware.
- Facilitate user training programs, including coordinating with external trainers for specialized topics.
- Assist in managing outsourced IT vendors and service providers.
- Respond to alerts and incidents, following established escalation protocols.
- Ensure timely resolution of service requests and incidents in accordance with business SLAs.
- Support end-users by providing technical assistance and training as needed.
- Enforce IT security best practices and compliance with company policies.
- Assist the CISO with security initiatives to ensure adherence to governance, industry regulations, and legal standards for audit readiness.
- Develop and maintain standard operating procedures and user documentation to enhance IT capabilities.
- Oversee IT asset management, including deployment, returns, replacements, and lifecycle tracking.
- Stay up to date with emerging IT tools, controls, and best practices to enhance business support.
Qualifications: - Bachelor's degree or equivalent relevant experience.
- Basic knowledge of IT infrastructure, system monitoring, and asset management.
- Strong troubleshooting, analytical, and problem-solving skills.
- Ability to interpret technical manuals and documentation.
- Capable of conducting research on system performance issues and IT products.
- Strong interpersonal and relationship-building skills.
- Excellent written and verbal communication in English.
- Self-motivated with strong time management skills.
- Ability to prioritize tasks and work effectively in high-pressure environments.
- Experience in collaborative, team-based settings.
- Strong customer service mindset with patience and active listening skills.
Preferred Skills: - Experience with Helpdesk Services.
- Knowledge of SharePoint.
- Understanding of cybersecurity fundamentals.
Travel Requirements: - Up to 15% domestic travel to company locations.