About the Position
The Information Technology (IT) Customer Support Representative acts as the first line of support for end users, assisting them with IT related issues through the company helpdesk, groups, e-mail, phone and in-person. This is a Tier 1 position who works on-site with other service reps, system administrators, security analysts, and other IT professionals. This position will office at our distribution Hub in Greenville, TX. This position will have an initial training period conducted out of our main distribution Hub in Georgetown, TX. A valid drivers’ license is required for business travel to other locations.
What are the key responsibilities?
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A consistent physical presence in our Greenville, TX distribution Hub is required. This is not a remote position.
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Monitor and handle all tickets on the company helpdesk, either through resolution or escalation, while clearly documenting the progress and resolution of tickets.
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Setup workstations from the OS to all requested applications and physical installation where needed. Deprovision and wipe retired workstations. Assist in maintaining workstation asset lists and Active Directory.
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Create, maintain, and delete users through Active Directory and Microsoft 365. Assist in maintaining accurate records in Active Directory.
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Complete IT related employee onboarding and termination procedures.
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Conduct IT orientations for new employees.
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Promote technology security best practices and policies with users.
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Assist with daily operations of security applications, such as endpoint management, mobile device management, and spam/phish filtering reports.
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Assist with miscellaneous business applications, such as telephone, keycard, and security camera software.
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Assist with hardware storage and organization.
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Assist with special IT-oriented projects as required.
Qualifications:
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Valid driver’s license required, infrequent travel to sites in North Texas and Georgetown Hub required.
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Experience working on a helpdesk team and operating helpdesk ticketing software required.
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Experience with the Microsoft environment (Windows 10/11, Server 2012/2016/2019, M365) required. Azure and InTune Experience helpful.
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Experience with MacOS/iOS and Android OS preferred.
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Experience with endpoint management and protection helpful.
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Experience documenting processes and procedures strongly preferred.
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Experience with multi-function printers helpful.
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Information Technology related degree preferred but not required.
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Able to troubleshoot issues on-site and remotely, reduce variables and methodically come to a resolution.
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Able to handle end-user issues calmly and diplomatically.
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Able to work with a team of helpdesk support reps, technicians, and specialists.
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Able to work with third-party technicians and vendors.
The statements contained herein describe the scope of the responsibility and essential functions of this position, but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or provide relief during peak periods.
Physical Requirements:
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Must be able to stand or sit particularly for sustained periods of time.
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Must be able to operate Motor Vehicle and maintain valid Drivers License.
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Able to operate a computer and other office machinery using finger dexterity for typing and writing.
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Able to reach, crouch, squat, stoop, bend, and crawl in office and warehouse environments.
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Must be able to communicate, converse with, and exchange information by means of the spoken and written word.
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Able to perform medium-high physical effort to lift or move hardware such as computers, network hardware, and large multi-function printers (25-75 lbs.).
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Visual acuity to view a computer screen.
Company Description
At Texas Electric Cooperatives, Inc., the statewide association of electric cooperatives, employees will find friendly colleagues and a supportive work environment for developing their skills and abilities while contributing to the goals of the organization. Within the organization there are opportunities for professional growth!
Perks and Benefits included:
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401(k) with a generous employer contribution
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Full-time employees are eligible for medical, dental, and vision beginning day one of employment
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Company paid life insurance, including optional voluntary life policies for employees and family members
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Access to Teladoc Health & Mental Health Services and an Employee Assistance Program
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Ability to participate in a Wellness program designed to contribute monies to help pay for health insurance costs
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Generous paid time off program with ability to rollover leave from year to year
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Valuable employee discounts on things like travel, electronics, and restaurants