Support Technician I

GM Financial Fort Worth , TX 76102

Posted 5 months ago

Overview

The Support Technician I is responsible for providing hardware and software support, including the installation, configuration and maintenance of desktops, laptops, tablets and peripherals used in the day-to-day operations of the business segments supported. Support Technician I's are expected to continually expand their knowledge on current and emerging technologies. Assist Support Technician II with researching, implementation and documenting proven best practice standards which require communication between technical IT staff, business management and vendors while building positive relationships. The Support Technician I will interact with end users, through direct or remote assistance, or field site visits to provide customer-oriented technical support.

Responsibilities

JOB DUTIES

  • Maintain workstation and A\V technologies.

  • Complete assigned requests and incidents based on the Service Now ticketing system.

  • Follow IT Asset Management procedures for the tracking, transporting, receiving, and disposing of company technology assets. Maintain and validate Asset Management Reports.

  • Conduct hardware preparation and setup for end users.

  • Investigate and resolve issues with hardware, software (purchased and proprietary), the network and antivirus environment functionality.

  • Coordinate and transport equipment deliveries (e.g. equipment, supplies, etc.) for the purpose of providing materials at the job site, bringing equipment in for repairs, or preparing for disposal.

  • Ensure completion of assigned projects in a timely manner.

  • Contribute to the Service Now Knowledge Base.

  • Test hardware and software for future upgrades.

  • Adhere to and communicate IT Service management policies and procedures.

Qualifications

Knowledge

  • Ability to correct PC related problems in a timely manner

  • Working knowledge of WAN security and design

  • Good knowledge of WAN security and design

  • Advanced knowledge of WAN security and design

  • General working knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, Command line and DNS

  • Advanced knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, Command line and DNS

  • In-depth knowledge of PC hardware and software

  • Knowledge of PC hardware and software

  • Working knowledge of VB Script and or PowerShell

  • Advanced knowledge of VB Script and or PowerShell

  • Support-level knowledge of the Windows desktop Operating Systems

  • Advanced support-level knowledge of the Windows desktop Operating Systems

  • Basic knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS

  • Basic knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/400, UNIX/Linux)

  • Good knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/400, UNIX/Linux)

  • Strong knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/400, UNIX/Linux)

  • Understanding of enterprise computer hardware/software and information systems

  • Understanding of network monitoring concepts (e.g., TCP/IP, Subnetting, Routing, DHCP, DNS, Active Directory, etc.)

  • Must have a broad understanding of enterprise computer hardware/software and corporate information systems

Skills

  • Excellent analytical and troubleshooting skills

  • Analytical and troubleshooting skills

  • Ability to evaluate problems and issues quickly, and to make recommendations for courses of action

  • Ability to make independent decisions and use sound judgment in relation to the management of team members

  • Ability to coach, develop and lead others

  • Ability to prioritize tasks and ensure their completion in a timely manner

  • Ability to accept change and to adapt to shifting organizational challenges and priorities

  • Advanced ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams

  • Ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams

  • Strong interpersonal, verbal and written skills

  • Interpersonal, verbal and written skills

  • Ability to manage multiple tasks at one time while remaining cool under pressure

Education

  • High School Diploma or equivalent required

  • Associate Degree Completed or In Progress preferred

Experience

  • 0-2 Years related experience and/or training in enterprise technical support; equivalent combination of education and experience. Required

Work Condition

  • Occasional overtime or split shifts may be required;normal office environment;Fast-paced office environment;Strong focus on providing quality service to internal and external customers;Work a flexible schedule including extended business hours, weekends and holidays;Subject to daily service level requirements;Limited travel may be required to support business needs;Must be able to deal with stressful office conditions while troubleshooting problems
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Support Technician I

GM Financial