IT Support Technician

About the Role

We are seeking an IT Client Success Site Support Specialist to deliver responsive high quality technology support for employees across corporate offices .

This role focuses primarily on resolving IT support tickets and providing remote support to employees companywide while serving as onsite backup to the primary Frisco site support technician.

The successful candidate will support Windows macOS mobile devices and cloud based desktops with a strong focus on customer experience and consistent service delivery.

Key Responsibilities

Create manage and resolve IT support tickets in accordance with established service standards and SLAs.

Provide remote technical support to employees across multiple locations.

Provide hardware and software support including installation troubleshooting and enduser guidance.

Support employee onboarding by preparing configuring and deploying devices.

Assist with IT asset lifecycle activities.

Serve as backup to the primary site support technician.

Support conference room technology including Microsoft Teams Rooms.

Provide technical support for onsite and virtual live events.

Maintain technical documentation and knowledge articles.

Identify recurring issues and recommend improvements.

Required Skills and Competencies

Customer Service and Communication.

Deliver friendly professional and patient support.

Communicate technical concepts clearly to nontechnical users.

Troubleshooting and Problem Solving.

Diagnose and resolve desktop mobile and connectivity issues.

Escalate issues appropriately when needed.

Time Management and Prioritization.

Manage competing priorities and meet response targets.

Confidentiality and Discretion.

Handle sensitive and confidential information professionally.

Adaptability and Proactivity.

Learn new technologies and adapt to changing business needs.

Work independently and collaboratively.

Technical Expertise

Experience supporting.

Windows and macOS operating systems.

Mobile devices iOS and Android.

Basic network connectivity troubleshooting.

Client patching and security controls.

Microsoft 365 applications.

Enterprise collaboration tools.

Ticketing systems Salesforce or similar.

About You

3 to 5 years of desktop help desk or IT support experience.

Experience working in a ticket driven support environment.

Organized detailoriented and reliable.

Strong interpersonal and collaboration skills.

Professional serviceoriented attitude.

Continuous learning mindset.

Adaptable under changing priorities.

Relevant certifications are a plus but not required.