Help Desk Technician - Global Data & Content

US-TX-Corp - Westlake
FLSA Status
Non-Exempt
Type
Regular Full-Time

Mission

This role is based at the Global Data and Content office in the DFW area, TX and requires travel as the position will ultimately be based in Justin, Texas. It calls for an individual that’s very highly motivated, able to manage multiple and competing priorities and able to remain calm under pressure.  'Always on’.  The role encompasses all activities and technologies related to a leading-edge enterprise office environment, including desktop and mobile hardware & software (Windows and MacOS), AV distribution and networking.  There’s no such thing as a typical day, each will be different, some will be reactive, and other days will be getting involved with strategic activities to constantly drive the company forward.

Position 80s

Responsibilities include:

  • Core Mission 80’s
    • Support the end-user community, comprising of knowledge workers (including remote workers) and top-tier executives. Help resolve software and hardware issues, desktop and mobile.  Assist with IMAC activities.  Always present a professional image of the Corporate IT team. Follow established procedures or develop innovative new solutions to user problems.
    • Support the office technology platforms, including wireless and wired networks, conference room technology, security systems, automation systems, AV streaming technology
    • Provide IT support at events held in various locations.
    • Be completely up-to-date with the latest software (predominantly Microsoft – Lync/S4B, Exchange, Office365, SharePoint Online)
    • Be OS agnostic – we love Mac and Windows equally 
  • Core Mission 20’s
    • Be diligent in ensuring support tickets are closed within SLA, with meaningful information
    • User on-boarding and off-boarding using AD tools. Other user IMAC activity, such as mailbox moves, changes to phone set-up etc.
    • Relentlessly look for ways to improve what we do. Challenge the status-quo.
    • Hardware maintenance repair (swapping out hard-drives, fixing printers, projectors etc)
    • Imaging of hardware using industry standard tools
    • Do everything with data security and SOX compliance in mind

Qualifications

This person needs to have come from a multi-disciplined background, and be able to work at all levels within the company, on any type of IT problem or project.  Specifically:

  • Strong and proven experience with user support in a mixed-vendor, mixed OS environment.
  • Ability to earn trust and build relationships at all levels within the organization.
  • Ability to effectively manage multiple priorities.
  • Good verbal and written communication skills; well presented.
  • Creativity and the capacity to innovate.
  • Ability to travel 10% annually.

 

Must-haves:

  • Fully conversant with Windows 7, 8, 8.1, 10
  • Fully conversant with Apple MacOS, Mac hardware, IOS hardware and related accessories
  • Strong experience with the full Office 2013 and 2016 suites, including Office365 and OneDrive
  • Aware of consumer-level AV technologies, such as AppleTV & Roku, and understands all the standard AV terminology
  • Able to image a PC, join it to a domain, load the relevant software etc.

 

Desirable

  • Specific experience with Lync (Enterprise) 2013 or S4B 2016 from an administration point of view
  • Specific experience with Office365 from an administration point of view
  • Interest in leading-edge home automation/awareness technologies, such as Nest, Sonos, Control4, SmartThings, Amazon Echo
  • Familiarity with LogMeIn, WebEx
  • Cisco – networking or VoIP
  • Lync Room System (LRS)
  • OneNote troubleshooting
  • Lync Troubleshooting
  • Network troubleshooting

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