IT Support II

W&O, a Vytl Company; Pasadena (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

W&O, a Vytl Company, is seeking an IT Support Specialist based in Pasadena, Texas. This role is responsible for troubleshooting and resolving computer hardware, software, and technical tool-related issues. Candidates should have a minimum of 5 years of experience in IT support, strong customer service skills, and the ability to mentor junior staff.

The position requires problem-solving skills, technical expertise, and the physical ability to lift up to 25 pounds. A Bachelor's degree or equivalent experience and Microsoft Certification (MS-900) are preferred.

Qualifications

• Minimum 5 years of experience with IT Support.
• Experience with mentoring junior IT positions.
• Ability to work under pressure and manage multiple tasks.

Responsibilities

• Provides technical assistance for IT questions and problems.
• Diagnoses system errors and other issues.
• Trains other staff members on troubleshooting and diagnosing problems.

Skills

Troubleshooting assistance

Technical assistance

Customer service

Leadership

Mentoring junior positions

Education

Bachelor's degree in related field or equivalent experience

Tools

Office 365

Active Directory

Microsoft Certification MS-900

Job description

Overview

Responsible for providing troubleshooting assistance and resolutions related to computer hardware and software, telephone hardware and software, mobile devices, and other technical tools and products when required.

Responsibilities

• Provides technical assistance for questions and problems.
• Resolves problems with networks and other computer systems.
• Diagnoses system errors and other issues.
• Follows up with customers to ensure full resolution of issues.
• Requests feedback and/or monitors calls and other methods of correspondence to improve training methods.
• Runs reports to analyze common complaints and problems.
• Installs or changes software to fix issues.
• Remotely accesses hardware or software for clients to make changes and fix problems.
• Trains other staff members on troubleshooting and diagnosing problems.
• Writes, edits, and revises training manuals for new and updated software and hardware.
• Front line of defense for routing and escalating tickets.
• Monitors and responds quickly to incoming requests related to IT issue.
• Keeps inventory of all equipment, software, and license users.

Positional Requirements & Qualifications

• Minimum 5 years of experience with IT Support
• Experience with mentoring junior positions
• Bachelor's degree in related field or equivalent years of experience in addition to the above requirement
• Ability to work under pressure
• Strong customer service skills
• Excellent leadership and people management skills
• Microsoft Certification MS-900 or equivalent certification
• Self-motivated
• Experience with Office 365
• Experience with multi-functional printers
• Experience with Active Directory

Essential Physical Functions

• Lifting up to 25 pounds
• Bending, stooping, ability to stand for extended periods of time
• Must be able to travel and have a clear driving record in accordance to company driving guidelines