ICT Support Technician/Desktop Technician

NextGen | GTA: A Kelly Telecom Company; Lewisville (TX); On-site; USD 42,000 - 60,000; Full time

Job summary

NextGen | GTA: A Kelly Telecom Company in Lewisville, TX is seeking an ICT Support Technician to join the onsite Service Delivery team. The contractor role focuses on desktop support, installation, monitoring, and maintaining technology solutions to meet user and business needs.

The ideal candidate will deliver customer-focused technical support, collaborate with engineers, project managers, and external providers, follow established procedures, and adapt to changing requirements in a fast-paced

Qualifications

• Experience in ICT, IT support, technical support, or service delivery environments.
• Experience installing, maintaining, monitoring, and supporting technical equipment and systems.
• Strong troubleshooting and problem-solving skills.
• Ability to understand and respond to user and business requirements.
• Experience working with technical teams, engineers, project managers, and external service providers.
• Strong customer service orientation with a focus on meeting customer expectations.
• Ability to follow established technical procedures, instructions, and processes.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks and priorities in a service delivery environment.
• Ability to adapt and respond effectively to changes in technology, processes, and business requirements.
• Strong communication and collaboration skills.

Responsibilities

• Install and monitor cost-effective technical and maintenance activities within the Service Delivery environment.
• Ensure technical solutions and support activities meet user requirements and business needs.
• Monitor systems, equipment, and technical services to identify potential issues.
• Troubleshoot and resolve technical problems and service-related issues.
• Coordinate with engineers, line management, project managing, and local facility management teams.
• Work with ARP/ASP and other third-party providers to support technical services and resolve issues.
• Coordinate with Asset Management teams to support hardware and technology asset activities.
• Maintain accurate technical documentation and service records.
• Support front-office activities, including phone and Outlook-based service requests.
• Utilize ticketing and request tracking systems to document and manage support activities.
• Support change and capacity management processes as required.
• Review vendor agreements and documentation related to technical support and licensing.
• Search and review hardware information using appropriate asset management tools.
• Follow established monitoring processes and procedures to ensure service availability and reliability.
• Escalate technical issues appropriately and coordinate resolution with internal and external technical teams.
• Support continuous improvement of technical service delivery processes.
• Participate in agile working practices and use visual collaboration tools as needed.
• Ensure work is completed efficiently while maintaining a high level of customer service.

Skills

ICT support

Technical troubleshooting

Customer service

Service delivery

Cross-functional collaboration

Ticketing processes

Tools

EriDoc

Snitcher

GORDON

Microsoft Lync

Microsoft Outlook

Request Tracker (RTT)

SAM Web

Vendor Agreement & Licensing

Job description

ICT Support Technician-Lewisville, TX(onsite) Contract role-Night Shift

Our client is seeking an Desktop Support Technician to join their Service Delivery environment in Lewisville, TX. This role focuses on supporting technical and maintenance activities, installing and monitoring technology solutions, and ensuring services meet both user requirements and business needs.

The ideal candidate will be a customer-focused technical professional who can work effectively with engineers, project managers, facility teams, asset management, and third-party providers. This position requires strong technical troubleshooting skills, attention to detail, the ability to follow established processes, and the flexibility to adapt to changing business and technology requirements.

Required Skills & Experience

• Experience in ICT, IT support, technical support, or service delivery environments.
• Experience installing, maintaining, monitoring, and supporting technical equipment and systems.
• Strong troubleshooting and problem-solving skills.
• Ability to understand and respond to user and business requirements.
• Experience working with technical teams, engineers, project managers, and external service providers.
• Strong customer service orientation with a focus on meeting customer expectations.
• Ability to follow established technical procedures, instructions, and processes.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks and priorities in a service delivery environment.
• Ability to adapt and respond effectively to changes in technology, processes, and business requirements.
• Strong communication and collaboration skills.

Desired Skills & Experience

• Experience working in a telecommunications, technology, infrastructure, or enterprise IT environment.
• Familiarity with technical monitoring tools and service management processes.
• Experience working with asset management systems and hardware inventories.
• Experience supporting third-party vendors and service providers.
• Familiarity with ticketing, request tracking, and change management processes.
• Experience with agile ways of working and visual collaboration tools.
• Experience working with technical documentation and vendor agreements.
• Knowledge of hardware installation, maintenance, and troubleshooting.
• Experience supporting enterprise users in a customer-facing technical role.

What You Will Be Doing

• Install and monitor cost-effective technical and maintenance activities within the Service Delivery environment.
• Ensure technical solutions and support activities meet user requirements and business needs.
• Monitor systems, equipment, and technical services to identify potential issues.
• Troubleshoot and resolve technical problems and service-related issues.
• Coordinate with engineers, line management, project managing, and local facility management teams.
• Work with ARP/ASP and other third-party providers to support technical services and resolve issues.
• Coordinate with Asset Management teams to support hardware and technology asset activities.
• Maintain accurate technical documentation and service records.
• Support front-office activities, including phone and Outlook-based service requests.
• Utilize ticketing and request tracking systems to document and manage support activities.
• Support change and capacity management processes as required.
• Review vendor agreements and documentation related to technical support and licensing.
• Search and review hardware information using appropriate asset management tools.
• Follow established monitoring processes and procedures to ensure service availability and reliability.
• Escalate technical issues appropriately and coordinate resolution with internal and external technical teams.
• Support continuous improvement of technical service delivery processes.
• Participate in agile working practices and use visual collaboration tools as needed.
• Ensure work is completed efficiently while maintaining a high level of customer service.

Tech Breakdown30% Technical Support, Installation & Maintenance

• 20% System & Infrastructure Monitoring
• 10% Service Management & Ticketing
• 10% Asset Management & Hardware Support
• 5% Documentation & Process Improvement

Daily Responsibilities40% Hands-On Technical Support & Maintenance

• 20% Monitoring & Troubleshooting
• 15% User / Customer Support
• 10% Ticketing, Requests & Documentation
• 5% Process Improvement & Administrative Activities

Key Tools & Resources

• EriDoc – Document Management
• Snitcher
• GORDON
• Microsoft Lync
• Microsoft Outlook
• Front Office Support Phone
• Change and Capacity Manager (CCM)
• Request Tracker (RTT)
• SAM Web
• Vendor Agreement and Licensing Documentation
• Technical Monitoring Tools and Processes

What You’ll Bring

The successful candidate will combine strong technical support and service delivery skills with a customer-focused approach. You should be comfortable installing and monitoring technical solutions, troubleshooting issues, following established procedures, and collaborating with engineers, project managers, facility teams, asset management, and third-party providers.

The ideal candidate is someone who takes ownership of technical issues, communicates effectively with customers and stakeholders, applies sound technical judgment, and adapts quickly to changing business and technology requirements.

• Behavioral CompetenciesDelivering Results: Consistently meets objectives and customer expectations.
• Applying Expertise & Technology: Uses technical knowledge and available tools effectively to solve problems.
• Following Instructions & Procedures: Works within established processes, standards, and guidelines.
• Adapting & Responding to Change: Remains flexible and effective as technology, processes, and business requirements evolve.

We are Connectors. We thrive on ‘quality over quantity’ and put the work into building strong relationships. We create connections, discover qualities, uncover skills, and place people with accuracy. We are your true partner!

We are Collaborators. You’ll be working with a wholly owned subsidiary of Kelly and part of the Kelly Telecom division. It allows us to be as nimble and fiercely competitive as a startup while having the backing of a multibillion-dollar publicly traded company that has been in business for 75 years. With direct access to hiring managers, services don’t stop at standard recruiting processes. We use our expertise to improve your application skills and provide ongoing career support.

We give 24/7 Support. We are in this together. We provide around-the-clock availability, competitive employee benefits, and continuously check in to make sure things are going smoothly. Check out our Glassdoor page!

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability.

As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.