Aligned Energy Plano , TX 75023
Posted 2 weeks ago
JOB TITLE: Helpdesk Technician
DEPARTMENT: IT
REPORTS TO: VP IT Infrastructure & Operations
LOCATION: Plano, TX DFW02
SUMMARY:
The Helpdesk Technician will support IT business and enterprise operations teams in multiple US time zones. The Helpdesk Technician will apply internal customer service skills, technical knowledge, expertise, and technical troubleshooting skills to support the IT business practice and its internal customers.
DUTIES AND RESPONSIBILITIES:
Serve as the first point of contact and front-end support answering inbound helpdesk requests for all areas of the IT Enterprise. In this position, you will be interacting with employees, customers, vendors, contractors, and anyone else who may need your support
Diagnose, troubleshoot and resolve technical issues related to Wi-Fi and remote connectivity, IT hardware, software, applications, peripherals and mobile and desktop equipment
Install desktop and laptop hardware, software and peripheral components as required
Perform onboarding and maintenance of corporate user accounts and groups within Microsoft Active Directory
Perform maintenance and troubleshooting on printers and copiers and IP telephony systems
Configure, update, wipe and/or repair Windows and Mac desktop systems
Support corporate base of iPhone and Android mobile users.
Setup, configure and troubleshoot Microsoft Office applications and perform administrative functions within Microsoft Office 365
Follow up on tracked requests and ensure timely resolution, with goal to resolve all issues first call
Provide feedback on reducing ticket times and helpdesk efficiency
Engage and contribute with the IT team on projects and task supporting business Enterprise needs
Provide wireless network support for users including connectivity issues and administrative functions of the system
Assist in development of procedures that outline how incidents, requests, and problems are identified, documented, escalated and managed
QUALIFICATIONS:
High school diploma or equivalent
3+ years of proven experience in a helpdesk environment (Tier II support)
Strong understanding of computer systems, mobile devices, and applications in an Enterprise IT environment
Experience with wired and wireless Local Area Networks (LAN), Wide Area networks (WAN) and networking preferred, but not required
Ability to diagnose, troubleshoot and resolve basic to complex end user technical issues
Advanced knowledge of Mac operating systems and products
Working knowledge of Microsoft operating systems and Office products
Excellent oral and written communication skills
Certification on Microsoft Client or Server products is preferred, but not required
SharePoint, Salesforce or ServiceNow experience is preferred, but not required
COMPETENCIES:
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
Occasionally required to stand
Occasionally required to walk
Continually required to sit
Occasionally required to climb, balance, bend, stoop, kneel or crawl
Occasional exposure to wet and/or humid conditions (non-weather)
Occasional work near moving mechanical parts
Occasional exposure to outside weather conditions
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Aligned Data Centers is an equal opportunity employer that embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. Equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.
Aligned Energy