IT Support Technician II: Mentoring & Hands-On Support

Cedarparktexasedc; Cedar Park (TX); On-site; USD 3,857,000 - 4,710,000; Full time

Job summary

Cedarparktexasedc is seeking an IT Support Technician II to deliver excellent customer service to store-level and home office staff and mentor I.T. Support Technician I staff while providing technical support for all hardware, software and applications.

The role involves installation, configuration, diagnostics, preventive maintenance, and clear communication of issue status to managers and staff, with potential night, weekend, and early morning hours based on business needs.

Qualifications

• Associate’s degree in Information Systems or PC/computer diagnosis and repair or equivalent experience.
• 2 years’ experience with communications devices and computer related hardware; installation, diagnosis and repair
• Working toward Comp TIA A+ Certification
• Net+ Certification is preferred
• ServiceNow experience preferred
• Knowledge or experience in administering Citrix XenDesktop/XenApp, IGEL Thin Clients preferred
• Experience in supporting Windows and Apple products in an enterprise is a plus
• Basic understanding of operating systems of end-user devices and the relationship to application software and network connectivity with the ability to apply them for the completion of routine assignments
• Ability to work night, weekend and/or early morning hours based on business needs.
• Pre-employment screening includes, but isn’t limited to, criminal background check

Responsibilities

• Assist: Support staff with installation, move, configuration and ongoing usability of POS/Desktop/Telephone devices, peripheral equipment, software and applications
• Examine: Determine why equipment is not working by analyzing the situation and performing repairs
• Prevent: Provide preventive maintenance as necessary for appropriate hardware and update service tickets with steps performed
• Communicate: Share status of open issues with Manager, Solution Center and staff
• Test: Move and install equipment within a mutually agreed upon time and assess to ensue it’s fully operational

Skills

Hardware troubleshooting

Customer service

Technical documentation

Time management

Education

Associate’s degree in Information Systems or PC/computer diagnosis and repair

Tools

ServiceNow

Citrix XenDesktop/XenApp

IGEL Thin Clients

Windows

macOS

Job description

Cedarparktexasedc is seeking an IT Support Technician II to deliver excellent customer service to store-level and home office staff and mentor I.T. Support Technician I staff while providing technical support for all hardware, software and applications.

The role involves installation, configuration, diagnostics, preventive maintenance, and clear communication of issue status to managers and staff, with potential night, weekend, and early morning hours based on business needs.