Triden Group
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.
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.