IT Technician

$62,400 - $62,400/Yr

Suncoast Post Tension - Houston, TX

Full-time - Entry Level

Onsite - Houston, TX

Specialty Trade Contractors

About the position

The IT Support Technician serves as the primary IT contact within the assigned region, responsible for delivering comprehensive end-to-end support in alignment with IT standards and service level agreements. This role involves collaborating with local management, end-users, and technology teams to ensure that all incidents and needs are documented, analyzed, resolved, and reported back within acceptable timeframes. The technician will also travel as needed to provide support and training across various offices in the region, acting as the hands-on technical point of contact for Group IT.

Responsibilities

• Monitor ServiceNow to provide level 1 & 2 onsite support or remote support to ensure operational problems are resolved in a timely manner.
• Ensure that all communications (calls/chat/in person) are logged into IT Connect 24/7.
• Proactively promote IT Connect 24/7 Portal (ServiceNow) and provide guidance to end users on incident and service request creation and portal use.
• Troubleshoot, resolve and/or escalate locally reported incidents in ServiceNow (IT Connect 24/7) that cannot be resolved remotely by the Service Desk.
• Be involved in global projects to support other IT teams.
• Manage users and devices in Intune or Active Directory to forecast computer systems usage and manage local spare devices.
• Ensure all requests are dealt with adherence to company policy and procedures.
• Contact with Suppliers/Vendors and check delivery/arrange support.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles and set SLA's.

Requirements

• 3+ years of experience with Service Desk support or an equivalent role.
• Ability to assess and prioritize issues while organizing daily responsibilities.
• Excellent verbal communication and customer service skills.
• Attention to detail.
• Ability to work collaboratively in a team environment.
• Ability to be independent and find solutions to problems that may not be immediately apparent.
• Be directly accessible and responsive to users; especially remote employees with limited time.
• Service-Now, ADUC, Microsoft Azure, Microsoft Office 365 experience preferred.
• ITIL certifications is a plus.

Benefits

• Bonus potential
• 401(k) + matching
• Health, Dental, Vision insurance
• Life insurance
• Paid time off (PTO)
• Holiday Pay