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Metrocare - Dallas, TX
posted about 2 months ago
About the position
The Senior IT Field Services Technician at Metrocare is responsible for providing advanced technical support, installation, maintenance, and troubleshooting services for end-user hardware and software across various locations. This role serves as a subject matter expert and escalation point for complex issues, ensuring efficient resolution to minimize disruptions to business operations. The technician is expected to align with the agency's mission of serving individuals with developmental or mental health challenges, demonstrating strong communication skills and the ability to work independently in a fast-paced environment.
Responsibilities
- Provide exceptional onsite and remote support for hardware, software, network, and peripheral issues.
- Diagnose and resolve advanced technical problems involving desktops, laptops, printers, mobile devices, and other IT equipment.
- Install, configure, and maintain IT equipment, including computers, printers, mobile devices, and other peripherals.
- Ensure IT issues are addressed, resolved, escalated, communicated, and tracked while focusing on extraordinary customer service.
- Provide IT hardware, software, telephony, and connectivity support to employees.
- Hands-on experience with Active Directory, Office 365, and remote desktop tools.
- Strong understanding of network concepts, including TCP/IP, DNS, routing, and switching.
- Escalate requests and tickets as appropriate.
- Update requests and tickets within the call logging software meeting or exceeding established SLA standards.
- Ensure the health, functionality, and stability of the agency's equipment.
- Deliver exceptional customer service and build positive relationships with internal clients.
- Provide training and guidance to end-users on IT tools, software, and best practices.
- Perform proactive maintenance and reactive break-fix issues per established SLA.
- Support Asset Management process by tracking, reporting, and monitoring asset status as required.
- Work closely with other IT teams to resolve complex technical issues.
- Serve as liaison to various departments to provide troubleshooting assistance when needed.
- Support projects including but not limited to rollouts and upgrades.
Requirements
- Bachelor's degree in information technology, Computer Science, or related field.
- Minimum of 5+ years of experience with 2 years in a senior or lead role.
- CompTIA A+ and Network+ certifications preferred.
- Current State of Texas Driver License or equivalent.
Nice-to-haves
- Bilingual Stipend - up to 6% of the base salary.
Benefits
- Medical/Dental/Vision
- Paid Leave
- Paid Holidays
- Employee Assistance Program
- Retirement Plan, including employer matching
- Health Savings Account, including employer matching
- Professional Development Allowance up to $1500 per year
