Job Description Job Description
IT Support Administrator (Tier 2) - location: Houston, Texas Primary Responsibilities - Provides On-Site and Remote support, troubleshooting, and end-user assistance via phone or email.
- Provides in-depth enterprise desktop / hardware support ensuring computing environment is running at optimal speed and efficiency.
- Resolves complex problems and answers questions related to the computing environment.
- Contacts vendors and carrier support when necessary to resolve problems and/or outages.
- Performs complex diagnostic tests, notes symptoms, gathers relevant problem/malfunction facts and data from users.
- Documents incidents and problems in the service desk and escalate issues to the appropriate system engineer when required.
- Serves as the technical liaison to the user community, able to resolve technical issues within the desktop computing environment.
- Prepares customers to use hardware or software by conducting training where necessary.
- IT Administrative tasks such as System backups and recoveries
- Documents new and existing procedures and processes within technician knowledgebase
Knowledge and Skills - Demonstrated experience working and solving issues at all levels of end users, and peers in complex environments.
- Strong understanding of Hardware Life Cycle Management, Change Management, Helpdesk Ticketing, and its effects on ensuring business continuity.
- Strong understanding of troubleshooting techniques and experience with remote troubleshooting tools.
- Strong knowledge of Microsoft systems and services such as DNS, DHCP, AD.
- Ability to monitor the desktop environment using hardware and software tools.
- Ability to establish and maintain a high level of user trust and confidence and the ability to manage client expectations.
- Strong writing and speaking skills enough to explain technical solutions to both technical and non-technical staff.
- Strong interpersonal skills at all levels and ability apply skills and techniques to solve dynamic problems, excellent teamwork skills.
Education - Information Technology Certifications are preferred.
- Bachelor's degree in computer science or relevant field preferred.
- Must have 3+ years IT Server Operations / Desktop Support experience with current versions of Microsoft Windows, Active Directory, MS Office 365, patch management tools, imaging tools and GPO.