IT Field Services Support

Alvarez & Marsal; Houston (TX); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Healthcare plans

401(k) retirement plan

Paid time off

Parental leave

Job summary

Alvarez & Marsal in Houston is seeking an IT Field Services Support Specialist to join the core Field Services team. You will provide frontline support to US and international users via walk-up desk, email, phone, and remote tools, diagnosing and resolving issues or escalating as needed.

The role requires strong customer service, ability to manage workload, and teamwork. Weekend and after-hours support may be required, with potential light travel; comprehensive benefits and a competitive salary

Qualifications

• College background in the technology field preferred.
• 3-5 years of support role experience in help desk or tech support services.
• Solid understanding of Office 365 (Outlook, Word, Excel, PowerPoint).
• Experience with Windows 11 operating system and Macintosh OS X.
• Knowledge of LAN/WAN networking, VPN tech, TCP/IP.

Responsibilities

• Facilitate walk-up desk service and use Service Now for incident tracking.
• Analyze, diagnose, document, resolve and escalate issues and outages.
• Assist IT departments including engineering/operations with infrastructure applications/hardware.
• Configure, install, and troubleshoot laptops, mobile devices, and printers.
• Respond to all user support inquiries globally including the main office.

Skills

Tech support experience

Customer service

Windows 11

Office 365

LAN/WAN networking

Incident handling

Tools

ServiceNow

JAMF

Job description

Description

About Alvarez & Marsal

Alvarez & Marsal (A&M) is a global consulting firm with entrepreneurial, action- and results-oriented professionals. We take a hands-on approach to solving our clients' problems and helping them reach their potential. A&M is different by design: we give people ownership and impact from day one, fuel development through real opportunity, and provide direct access to leaders who invest in our growth. Our culture celebrates independent thinkers and doers who positively impact clients and shape our industry. Guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity, our collaborative, globally minded environment is why our people love working at A&M.

The Team

The position of IT Field Services Support Specialist will be based in the Houston office and be part of the core Field Services team to support all US and International users by front facing contact via walk-up desk, email, telephone and/or remote tool for all technology related problems. The IT Field Services Support Specialist will provide diagnosis, resolution, or escalation to other service desk team members, engineering and/or applications development groups using our incident management system. In addition, the IT Field Services Support Specialist is responsible for understanding, interpreting all support requests, providing documentation and resolution for our internal knowledge base. A candidate for employment must demonstrate both great customer service and team work. The candidate must be able to set an expectation level for an issue and deliver on that expectation, must be able to be self-sufficient and able to appropriate and manage their own workload.

How you will contribute

• Facilitating walk-up desk service and utilizing incident knowledge base platform (Service Now)
• Analyze, diagnose, document, resolve and escalate reported issues and outages
• Assist other depts within IT; engineering/operation with infrastructure applications/hardware
• Configure, install, and troubleshoot laptops/mobile devices/printers
• Respond to all user support inquiries globally including primary office location

Support and troubleshooting include supporting: MS Office 2016 - O365 suites, Commvault, (Cisco Products: AnyConnect VPN, Call Manager CUCM), JAMF (Mac deployment), Active Directory, Shared drive/Folder permissions understanding & troubleshooting, Bitlocker MBAM, Intune Remote (remote support), Intune (device management), Autopilot (imaging/deployment), SCCM, Video & Audio Conferencing administration, Apple iOS, Android, 2FA/MFA mobility support & VOIP connectivity troubleshooting, LAN connectivity troubleshooting, Mimecast, network printer support.

Qualifications

• College background in the technology field preferred
• 3-5 years of support role experience in help desk environment or tech support services (preferable)
• Solid understanding of Office 365 (Outlook, Word, Excel, PowerPoint, etc.)
• Proven background with customer service and able to handle stressful/time-sensitive situations
• Telephone customer service experience required
• Fundamental understanding of PC hardware/software and connectivity components
• Experience with Windows 11 Operating Systems, Mac OSX experience preferred
• Knowledge of MS Exchange, Active Directory, SharePoint
• Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP
• Basic understanding of ITIL based structure
• Exposure to HP/Lenovo ThinkPad/MacBook/iPhone/Android hardware preferred
• Previous experience with an incident management/tracking system required
• Some weekend and afterhours support required, as well as light travel potentially

Your journey at A&M

At A&M, professional growth is tied directly to performance, not tenure. Our people take on meaningful, hands-on work supported by a performance development process that rewards contribution and fosters a culture of meritocracy. Stretch roles, evolving business needs, and firm growth create ongoing opportunities for ownership and building new skills, while direct access to senior leaders provides mentorship and real-time coaching along the way. We also prioritize your wellbeing through comprehensive benefits and resources. Together, these elements create an environment where high-performing professionals can continue to grow and advance from day one.

Regular employees working 30 or more hours per week are also entitled to participate in Alvarez & Marsal Holdings’ fringe benefits consisting of healthcare plans, flexible spending and savings accounts, life, AD&D, and disability coverages at rates determined periodically as well as a 401(k) retirement savings plan. Provided the eligibility requirements are met, employees will also receive an annual discretionary contribution to their 401(k) retirement savings plan from Alvarez & Marsal. Additionally, employees are eligible for paid time off including vacation, personal days, seventy-two (72) hours of sick time (prorated for part time employees), ten federal holidays, one floating holiday, and parental leave. The amount of vacation and personal days available varies based on tenure and role type.

The salary range is $70,000- $80,000 annually, dependent on several variables including but not limited to education, experience, skills, and geography. In addition, A&M offers a discretionary bonus program which is based on a number of factors, including individual and firm performance.