IT Operations Specialist

Bridgehead I.T. - Dallas, TX

Full-time

Dallas, TX

Professional, Scientific, and Technical Services

About the position

Bridgehead IT is seeking an Onsite Desktop Support Specialist who will be responsible for delivering on-site technical support to clients. This role is crucial in optimizing workstation performance, addressing hardware and software issues, and ensuring overall client satisfaction. The specialist will build strong relationships with clients, proactively resolve technical challenges, and stay updated on industry best practices, all of which contribute significantly to Bridgehead IT's mission of delivering exceptional high-quality service. The Onsite Desktop Support Specialist will provide on-site technical support to clients, addressing a variety of workstation hardware, software, and peripheral device issues. The role requires diagnosing and resolving technical issues efficiently to minimize disruption to client operations. The specialist will support a wide range of hardware and internal/external software, manage time effectively, and document daily activities in a ticketing system. Collaboration with third-party vendors and service providers is essential to ensure timely delivery of hardware, software, and support services to meet client needs. In addition to routine support, the specialist will respond to emergency situations, such as system outages and security incidents, with urgency and precision. The role also involves developing and documenting technical processes and procedures as needed, maintaining quality service by adhering to organizational standards, and participating in self-development and educational activities to stay current with new and existing technologies. The Onsite Desktop Support Specialist will work closely with management to optimize service delivery processes, identify opportunities for automation, and enhance overall client satisfaction.

Responsibilities

• Provide on-site technical support to clients, addressing workstation hardware, software, and peripheral device issues.
• Diagnose and resolve technical issues efficiently and effectively, ensuring minimal disruption to client operations.
• Support a wide range of hardware and internal/external software.
• Responsible for time management and effectively documenting daily activity in a ticketing system.
• Collaborate with third-party vendors and service providers to ensure the timely delivery of hardware, software, and support services to meet client needs.
• Follow established and documented policies and standard operating procedures.
• Interact with customers in support of both routine and reactionary service-based issues.
• Participate actively in self-development and educational activities to stay current with new/existing technologies.
• Collaborate with management to optimize service delivery processes, identify opportunities for automation, and enhance overall client satisfaction.
• Respond to emergency situations, such as system outages and security incidents, with a sense of urgency and precision.
• Develop and document technical processes and procedures as needed.
• Maintain quality service by following organization standards.
• Perform other related duties as assigned.

Requirements

• Associate or bachelor's degree in computer science or a related field, or equivalent relevant experience is preferred.
• 3 to 5+ years of experience in IT customer support and computer systems administration.
• In-depth knowledge of workstation hardware, software, and operating systems.
• Relevant technical certifications are preferred.
• Possess a customer-centric focus, with a keen understanding of client needs and a commitment to delivering high-quality service.
• Working knowledge of cloud-based technologies (e.g., Office 365, VMware, Hyper-V, Azure, AWS) is a plus.
• Proficiency in various Windows-based operating systems and familiarity with Linux or macOS.
• Strong skills in providing end-user support, addressing user inquiries, and resolving issues promptly to ensure customer satisfaction.
• Ability to work after hours to meet customer requirements and participate in on-call duties when scheduled.
• Exceptional troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to convey technical information clearly to both technical and non-technical clientele.
• Strong interpersonal skills to collaborate effectively with team members, clients, and management at various organizational levels.
• Ability to work in a fast-paced environment while maintaining quality customer service.

Nice-to-haves

• Relevant technical certifications are preferred.
• Working knowledge of cloud-based technologies (e.g., Office 365, VMware, Hyper-V, Azure, AWS) is a plus.