Technology Support Specialist

ACL Digital; Houston (TX); On-site; USD 30,000 - 41,000; Full time

Job summary

EY is seeking an On-Site Technician in Houston, TX for a 10-month contract to support IT operations and AV systems. The role covers desktop, network, and conferencing tools, with emphasis on Surface Hubs, Crestron, and Teams Rooms.

The ideal candidate has 2+ years of on-site experience or a related degree and can manage ticket workflows in ServiceNow while delivering VIP support and after-hours coverage as needed.

Qualifications

• 2+ years of on-site technical support experience, or degree in related discipline.
• Experience configuring and troubleshooting AV equipment and collaboration tools.
• Ability to manage tickets and SLAs in ServiceNow.

Responsibilities

• Provide on-site IT support to customers within Houston coverage areas.
• Troubleshoot PC, MAC, AV, and network connectivity issues.
• Manage ServiceNow ticket lifecycle and prioritize requests.
• Support Windows and MAC operating systems and Microsoft apps.
• Handle printer support and AV event/meeting setups.
• Occasional travel to EY locations or client sites may be required.

Skills

Microsoft Surface Hubs

Crestron

Microsoft Teams Rooms

Remote hands support

AV troubleshooting

Education

2+ years on-site support OR related degree

Tools

ServiceNow

Windows

macOS

Office 365

Job description

Location : Houston, TX 77010

Duration : 10 Months Contract

As a member of the On-site technical support team, you play a crucial role in keeping IT operations running smoothly and ensuring your customers have the support they need to effectively utilize technology in their day-to-day work. Join us and build an exceptional experience for yourself, and a better working world for all.

Audio Visual Responsibilities of an On-Site Technician:

• Microsoft Surface Hubs – Understand how to configure surface Hub settings, including display and audio settings, and network configurations. Ability to reset or reconfigure the device when necessary.
• Crestron – Diagnose and resolve network connectivity issues for Crestron devices, including wired and wireless connections. Ensure that all devices are properly connected to the network and can communicate with each other. Diagnose and fix audio issues, such as volume control, speaker output, and microphone functionality. Troubleshoot video issues, including display problems and resolution settings.
• Microsoft Teams Rooms – Diagnose and resolve connectivity issues for MTR’s and ensure that the system is properly connected to the internal network. Ability to troubleshoot issues related to the MTR’s user interface, including touch panel responsiveness and meeting controls. Ensure the interface is properly displaying meeting information and controls
• Additional technologies to support - Condeco, Barco Click Share, Pano, Polycom, Cisco, AV equipment (speakers, cameras, and monitors/kiosks)

Technical Responsibilities of an On-Site technician:

• Providing support to all customers within your coverage location(s): who may be working on-site, at a client engagement or off-site
• Troubleshooting and Problem solving: PC, MAC, application, AV, and network connectivity issues, etc.
• ServiceNow ticket management; prioritizing tickets and awareness of SLAs
• Supporting Microsoft Windows and MAC operating systems
• Working knowledge of Microsoft applications: Outlook, Teams, OneDrive, Office365
• Asset management: shipping, receiving, tracking, and managing hardware assets from acquisition through disposal process
• Printer support (installation, configuration, relocation, and troubleshooting)
• Event and Meeting Support (may occur on-site or off-site)
• Occasional travel may be required to support other EY locations, client engagement sites, or off-site events
• Provide remote hands support while guided by our network operations team (checking ports, tracing cables, rebooting hardware, upgrading devices)
• VIP/White Glove support
• Occasional after-hour support may be required

Interpersonal skills an On-site technician should have:

• Great team mentality
• Self-motivated, organized, detail oriented, ability to multi-task
• Desire to learn and build a career as unique as you are

Experience Requirements:

• 2+ years of on-site technical support experience, or degree in related discipline