Our client in Fort Worth, Texas has an exciting opportunity for a service-oriented technical engineer who enjoys assisting internal customers derive value from their digital footprint. A successful Support Technician will enjoy solving technical challenges that enable enhanced productivity using end-user computing technology. The ideal candidate will bring a breadth of experience configuring and implementing computing technologies that simplify the work lives of our diverse set of internal customers. Specifically, he/she will have support experience with the Microsoft ecosystem of end-user computing systems and tools, including (but not limited to) Windows 10/11, M365, Defender, Intune, and Teams/Admin/Phones. This individual will also be responsible for ensuring non-Microsoft tools and applications are engineered to adhere to our core set of operating and computing standards. Exposure to Mainframe operations is preferred. Must live within 45 minutes of downtown Fort Worth, Texas.
Key Responsibilities:
- Serving as a Level 1 support technician, resolving end-user computing issues
- Participate in incident triage sessions, applying expertise to drive to incident resolution
- Present continuous improvement opportunities where applicable in the Microsoft ecosystem
- Drive standardization and automation within the Windows endpoint ecosystem
- Serve as an ‘on-call’ support technician on a pre-determined schedule
Qualifications:
- 2 years supporting the Windows Operating System (Win10/11)
- 2 years supporting the Microsoft Office (M365) set of applications and tools
- 1 years leveraging Intune (SCCM) to apply endpoint configuration standards in an enterprise
- 1 years supporting Microsoft Teams in an enterprise
- 1 years supporting the Microsoft endpoint protection security platforms (i.e. Defender)
- 1 years of participating in technical triage sessions
- 1 year of working with an Incident Management System (i.e. JIRA)
- SAP support experience is preferred
- Strong oral and written communication skills
- Affinity for learning new technologies and applying those learnings to enhance the organization
Must-haves:
- 5 years Service Desk leadership
- 5 years people leadership, minimum of 10 people
- College degree
- 5 years ITIL Leadership (Incident, Problem, Change, Release Management)
- 5 years minimum End User Computing Leadership (hardware, mobility) in >$2B company
- 3 years ITSM – Jira Service Management expertise
- Can Speak To – Service Desk Metrics (ensure mention Mean Time to Repair, First Call Resolution)