Altium Limited
IT Support Technician I
Altium Limited, Grapevine, Texas, us, 76099
Overview:
The IT Support Technician I is the primary technical resource for on-site support teams at Alterman. This position will be responsible for the handling and resolution of service desk tickets, ensuring that customer-facing and internal ticket documentation is accurate and complete. The IT Support Technician I works in lockstep with fellow technicians to address customer issues in a timely and efficient manner, using verbal and written communication to keep all parties fully informed on the details of the ticket. The IT Support Technician I will continue to grow and develop technically through ongoing informal and certification-based training, ensuring that Alterman's IT team can continue to provide the latest and greatest technology to our user base.
Essential Functions:
Duties
Technical SupportMonitor support queues and work with IT support teams to prioritize and resolve open tickets.Assist with diagnosing and resolving technical issues with hardware, software, and mobile devices.Research and resolve technical issues, escalating to senior and partner resources as needed.Assist with queue monitoring and hygiene, as needed, based on ticket volume and staffingAdministrative Support:
Build knowledge base articles for common or high-impact issues and their resolutions.Proactively identify opportunities for improvement of user-facing technology.Ensure technical details are documented fully and clearly in each support ticket.Monitor and maintain IT facilities at assigned site(s), such as conference rooms and common-area printers.Maintain IT inventory at assigned site(s) and submit restock orders to IT ManagementEducation and Experience:
Minimum of 1-2 years of experience in a service desk environment or similar role required.A degree in a related field preferred.Skills/Abilities:
Communicates effectively among IT and organizational staff.Recognizes potential issues and recommends solutions.Basic experience with process improvement.Demonstrated initiative in finding solutions to complex issues.Champions troubleshooting processes.Proficiency in documenting request details, statuses, resolutions, and KBAs.Proficiency in deploying end user devices.CompTIA A+ and/or Network+ certification preferred.Microsoft MCSA: Windows 10/11 preferred.Advanced troubleshooting skills with client desktop hardware, software, and administrative tools/services such as:
Microsoft Surface family of hardware and Windows 10/11.Microsoft 365 (M365/O365) family of products (Office, Exchange Online, SharePoint, etc.).Apple iOS and iPhone/iPad hardware.Microsoft Intune and Endpoint Management.Microsoft Active Directory services.
Personal customer service skills are strongly desired, such as:Ability to carry complex issues through to resolution.Ability to take ownership of tasks and show accountability for their outcomes.Ability to communicate effectively with non-technical users.Ability to properly prioritize when faced with multiple user issues.Ability to write business communication professionally and effectively.Ability to communicate professionally and confidently with senior Alterman staff.Strong focus on continuous improvement of self, team, and process.
Work Environment:Office environment.Physical Demands:
Prolonged periods of sitting at a desk and working on a computer.Manual dexterity associated with computer data entry required.Lifting, carrying, and setting up technology equipment (computers, monitors, boxes) up to 30 Lbs.
The IT Support Technician I is the primary technical resource for on-site support teams at Alterman. This position will be responsible for the handling and resolution of service desk tickets, ensuring that customer-facing and internal ticket documentation is accurate and complete. The IT Support Technician I works in lockstep with fellow technicians to address customer issues in a timely and efficient manner, using verbal and written communication to keep all parties fully informed on the details of the ticket. The IT Support Technician I will continue to grow and develop technically through ongoing informal and certification-based training, ensuring that Alterman's IT team can continue to provide the latest and greatest technology to our user base.
Essential Functions:
Duties
Technical SupportMonitor support queues and work with IT support teams to prioritize and resolve open tickets.Assist with diagnosing and resolving technical issues with hardware, software, and mobile devices.Research and resolve technical issues, escalating to senior and partner resources as needed.Assist with queue monitoring and hygiene, as needed, based on ticket volume and staffingAdministrative Support:
Build knowledge base articles for common or high-impact issues and their resolutions.Proactively identify opportunities for improvement of user-facing technology.Ensure technical details are documented fully and clearly in each support ticket.Monitor and maintain IT facilities at assigned site(s), such as conference rooms and common-area printers.Maintain IT inventory at assigned site(s) and submit restock orders to IT ManagementEducation and Experience:
Minimum of 1-2 years of experience in a service desk environment or similar role required.A degree in a related field preferred.Skills/Abilities:
Communicates effectively among IT and organizational staff.Recognizes potential issues and recommends solutions.Basic experience with process improvement.Demonstrated initiative in finding solutions to complex issues.Champions troubleshooting processes.Proficiency in documenting request details, statuses, resolutions, and KBAs.Proficiency in deploying end user devices.CompTIA A+ and/or Network+ certification preferred.Microsoft MCSA: Windows 10/11 preferred.Advanced troubleshooting skills with client desktop hardware, software, and administrative tools/services such as:
Microsoft Surface family of hardware and Windows 10/11.Microsoft 365 (M365/O365) family of products (Office, Exchange Online, SharePoint, etc.).Apple iOS and iPhone/iPad hardware.Microsoft Intune and Endpoint Management.Microsoft Active Directory services.
Personal customer service skills are strongly desired, such as:Ability to carry complex issues through to resolution.Ability to take ownership of tasks and show accountability for their outcomes.Ability to communicate effectively with non-technical users.Ability to properly prioritize when faced with multiple user issues.Ability to write business communication professionally and effectively.Ability to communicate professionally and confidently with senior Alterman staff.Strong focus on continuous improvement of self, team, and process.
Work Environment:Office environment.Physical Demands:
Prolonged periods of sitting at a desk and working on a computer.Manual dexterity associated with computer data entry required.Lifting, carrying, and setting up technology equipment (computers, monitors, boxes) up to 30 Lbs.