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Install computer software on production desktop devices. Deploy and support Cisco VOIP phones
and Video Conferencing equipment. Responds accordingly to reports of trouble (includes all voice,
data, desktop and network issues) as presented by the Customer Support Desk (CSD). Bachelors and
0 years of experience or 4 years’ of related technical experience. Written Expression — The ability to
communicate information and ideas in writing so others will understand. Education in cyber security
with General IT helpdesk experience or some certifications in IT and some experience with cyber
security. Apply advanced troubleshooting techniques to resolve hardware and software incidents.
Document, upgrade or replace hardware and software systems. Knowledge of current and emerging
security threats and vulnerabilities. Ability to communicate effectively with both technical and non-
technical staff. Ability to perform daily administration of various equipment and operating systems
both locally and remotely. General security concepts (certificates, encryption, VPN). Responsible for
tracking hardware inventory per division policies. Knowledge of Internet Explorer software usage
and configuration. Provide computer and phone peripheral support for all Lithia Auto Store
locations. Design, Create, Test, and Maintain internal Windows Client Imaging infrastructure.
Provides expert level support for remote access connections using Citrix or VMware View.
Experience using remote support tools to assist customers with technical problems. Maintain and
support our video conferencing and telephony systems. Provide single point-of -service contact for
client community with special attention to prompt resolution of problems that can be handled by help
desk staff; analyze calls and forward to correct level of support for resolution. Minimum of 6 months
technical experience preferably in a corporate support environment. Assist with projects related to
change controls that need hands on or onsite support. Experience training user community on the use
of technology and tools. Minimum three years’ hands-on support experience with desktop support
technologies including: Windows 7and 10 Professional, Outlook 2010 and higher, iPhone, iPad,
Microsoft desktop applications, basic to intermediate-level networking, and problem tracking
software. Keeps up-to-date advanced technical skills and knowledge of vendor offerings. Interact
with all end users (office, distribution center, customer call center) of computer equipment, IT
management, Technical Support and Application Development. Excellent communication skills and a
customer service focus. Partner with Human Resources to support employee onboarding and
terminations. Great communication and coordination skills around detailed task management and
hand-off. Works independently with attention to details, processes and procedures.
Maintain a high level of knowledge regarding the clients computing environment. Working
knowledge and understanding of Network protocols. Leverage Apple Remote Desktop for software
deployments and inventory. Diagnoses, identifies, isolates, and resolves Tier 1-2 issues hardware and
software issues utilizing historical database records and technical expertise. Supporting the
implementation of backups, disaster recovery and business continuity planning. Experience with
support of local and networked printers. Administer approved access for user accounts and apply
security policies for employees and vendors in Active Directory and other systems. Monitors and
manages network anti-virus suite and Windows operating system patching solution. Good
understanding of managing and monitoring against Service Level Agreements with customers and
suppliers. Associates degree in Information Technology or equivalent, or 1-3 years working
experience working in an IT support role preferred. Advanced hardware knowledge of MacBook
Retina, MacBook Air, MacPro, iMac, Mac Mini, Lenovo laptops, Dell laptops and desktops, HP,
Kyocera, iPhone, Android, and Blackberry. Understanding of dial in access to mainframe and
network environments. Demonstrated knowledge and ability to repair computer hardware and
software. Excellent interpersonal skills, communications and overall dependability. Utilized call
monitoring system to upgrade, track and closed helpdesk telephone calls. Work from a ticket queue
to complete work orders in a timely manner to meet department and customer service objectives.
Evaluate and contribute innovative technology solutions, and IT project-assigned tasks. Maintain
hardware lifecycle and recommend future hardware and software additions or enhancements.
Windows Knowledge - Good working knowledge of Windows features, installation, and
troubleshooting. Follow stepped procedures for a variety of repetitive upgrade situations. Understand
objectives, timeframes, and requirements associated with each goal and task.Have working
knowledge of systems and processes used at the site. Configure and install IT hardware, including
laptops, peripherals, and network equipment. Oral Comprehension — The ability to listen to and
understand information and ideas presented through spoken words and sentences. Ability to work
under pressure and meet tight deadlines. Configure, maintain and provide Desktop support to all
users to ensure they have the ability to work at all times. Knowledge of IP Addressing and basic
networking concepts. Implement standard operating procedures following IT policies and
procedures. Hardware Experience should include DELL, Lenovo, Polycom. Demonstrated ability to
diagnose and solve software problems. Recommends hardware solutions regarding personal
computers in assigned areas.
Desktop software updates and licensing: Windows, OS X and iOS. (Required 2 Years). Provides
daily written updates on status of current tickets, open issues and projects. Manage IT Department
documentation and knowledge articles where applicable. You'll receive a real-time score as you edit,
helping you to optimize your skills, experience, and achievements for the role you want.
Organizational skills and the ability to follow through on all tasks. Knowledge of Windows and MS
applications (Word, Excel). Install, configure, test, maintain, monitor, and troubleshoot end user
workstation hardware and networked peripheral devices. Customize the customer experience for
every individual—all communication, instructions, and product knowledge to the level of the
individual. Requires a B.A. or B.S. degree in information systems or equivalent; working knowledge
of the information technology field with a minimum of 2 years’ experience in a fast-paced, IT
support environment. Experience in troubleshooting Microsoft Office (Outlook, Word, and Excel)
and other basic COTS (Commercial Off-the-shelf) applications. SCCM OSD, Imaging or similar
desktop imaging technology. Minimum 2 years of Apple (Mac) Support experience required. Strong
customer service orientation and ability to follow through issues to resolution. Researching,
resolving, and documenting difficult and complex problems and their solutions. Assists the Texas
Capital Bank user community with the installation, configuration, and ongoing usability of desktop
and laptop computers, peripheral equipment and software within established standards and
guidelines. Occupational hazards and standard safety practices necessary in the area of computer
operations. Ability to use industry standard and internally developed tools to troubleshoot and
support employees locally and remotely. Follow up with customers to ensure issues have been
resolved. Confer with staff, users, and management to establish requirements for new systems or
modifications. Supports mobile devices like iPhones, iPads, Android phones, MiFi units. Since
shipping its software in 2006, client now has 5,600 customers in over 90 countries around the world.
A valuable team asset with growing interpersonal, analytical, and organizational skills. Excellent time
management, issue management, and prioritization skills required. Customer service and detailed
oriented, excellent phone manners required. On Call Duties: All technicians participate in the On-
Call rotation. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware
and equipment while ensuring optimal workstation performance. Basic understanding of network
software, hardware and services. Document, conduct audits and manage software licensing for
workstations, laptops and other it assets. Responsible for serving as centralized point of contact for
all technology needs by interfacing with customers via phone, chat, email and other request
mechanisms. Responsible for the setup of new users systems, accounts, phones, etc.