Technical Support 3

Pay Range:

$58,000.00 - $95,700.00

Country:

United States of America

Address:

1401 PACIFIC AVE

City:

DALLAS, TX 75201

FLSA:

Non - Exempt

Professionals:

03 - Technician (EEO-4-United States of America), 3A - Technicians (EEO-SubCategory)

General Summary:

The Technical Support 3 role ensures smooth computer operations, enabling end-users to perform their business tasks efficiently. The incumbent will receive, prioritize, document, and resolve end-user incidents and catalog requests. This role involves escalating incidents when necessary to meet SLA expectations and using the Service Now toolset for incident logging and resolution, which may require in-person, hands-on assistance at the desktop level.

The position also involves implementing desktop application enhancements to improve workstation reliability and performance. The individual will participate in technical research to foster ongoing innovation within the Technical Support team and ensure that operating systems, applications, and related procedures comply with organizational policies. Additionally, the incumbent is expected to provide expertise and leadership to less experienced team members.

Essential Duties and Responsibilities:

• →Technical Support 3: Provide advanced support for the Technical Support team, addressing and resolving technical issues related to computer software and hardware for internal clients. Assist with escalated issues beyond level 3.
• →Leadership: Lead and mentor less experienced team members in daily operations and customer relationship management. Provide white-glove support to executives and board members. Attend and support all Board meetings, providing technical support to Board Members as needed.
• →Installation and Maintenance: Install desktops, laptops, printers, scanners, monitors, and other workstation devices. Create and maintain hardware drivers and a golden image.
• →Escalation Point: As the highest-level escalation point for junior positions, responding to incidents not resolved by Technical Support 1 or Technical Support 2 teams.
• →Incident Management: Prioritize and triage incidents, service catalog requests, and problem tickets, ensuring proper closure codes are used.
• →Hands-on Support: Provide level 3 troubleshooting for technology-related issues, including in-house software, hardware (e.g., mobile devices, laptops, desktops, printers), and conference room equipment.
• →End-User Assistance: Assist end-users with the installation, configuration, and ongoing usability of Windows, Linux, and Macintosh computers and peripherals. Configure mobile devices, peripherals, and software within established standards.
• →Incident Management: Add action items to incident or service catalog records and link similar incidents to create problem tickets for resolution.
• →System Integration: Ensure desktop computers interconnect seamlessly with diverse systems, including validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• →System Upgrades: Recommend and perform system upgrades to ensure longevity and optimal performance.
• →Customer Support: Provide escalated customer-facing support services and remote assistance, adhering to ITIL service management principles.
• →Inventory Management: Maintain inventory and asset records.
• →Scripting: Create all PowerShell scripts within the Service Desk environment.
• →Performs other related duties as assigned. ​

Open until qualified applicants are identified.