Information Technology Services Specialist

All Lines Technology has an immediate opening for an IT Services Specialist I in Dallas, TX! This person will act as an escalation point and initial contact for customer support requests pertaining to the Dallas office end-user IT hardware.

Responsibilities

• Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service-related problems.
• Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
• Develop a thorough understanding of firm’s hardware/software configurations. This includes standard hardware solutions (Mac\PC), software management and ITSM applications.
• Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions.
• Ticket queue monitoring to identify possible issue trends based on submitted tickets.
• Effectively diagnose and research escalated tickets to determine appropriate action.
• Contribute to the development of the organization's goals and objectives and interact daily with supervisors and/or functional peer groups and customers.
• Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports.
• Follow detailed operational procedures as needed and help improve the quality-of-service delivery and provide value added customer services.
• Collaborates with Engineering teams such as, Enterprise Networks, System Engineering and/or Platform Services to restore service and/or identify problems.
• Act as “Smart Hands” for engineering teams as needed.
• Assist with mobile devices (Phones, Tablets).
• Ability to multitask, work under pressure and handle interruptions while maintaining flexibility in work assignments.
• Ability to support video, audio and web conferencing through PC and VC units.

The ideal candidate will have the following knowledge & experience:

• College degree in the field of computer science or related field
• At least 3 years of work experience in applications support.
• Professional certifications in technological or customer service fields are a plus.
• Experience Imaging of Laptops and Desktop PC’s via SCCM and Autopilot
• Experience using Windows OS, Mac, Office 365, Acrobat X, IE 11, Chrome, and other browsers.
• Experience using VPN client and Citrix client.
• Experience in applications support, specifically validating issues reported, testing fixes, and working with developers or vendors to deliver a timely resolution.
• User acceptance testing or applications testing experience is helpful