IT Technician I Onsite (Dallas, TX) at Intelligent… · Dallas

Summary: its is seeking a motivated Technical Support Agent to join their team in a collaborative environment. The role involves providing technical assistance to clients across various computer applications and platforms while ensuring high standards of customer service and issue resolution. Responsibilities: - Provide prompt and effective technical assistance via phone or email, ensuring customer service excellence and managing expectations - Log and manage all customer-reported issues in our ticketing system - Monitor and respond to customer inquiries, lead communication efforts, and ensure timely status updates and issue resolution - Diagnose and resolve technical issues remotely, utilizing available resources for research - Advise users on best practices and appropriate actions - Follow up with customers to ensure complete resolution of issues - Redirect or escalate problems to the appropriate internal or external resource - Identify and escalate situations that require urgent attention - Create and update client support documentation, knowledge base articles, and problem resolution records Required Qualifications: - Strong verbal and written communication skills with the ability to provide excellent customer support - Proven customer service experience with a strong understanding of support best practices and a customer-first mindset - Strong analytical and problem-solving skills to troubleshoot and resolve IT-related issues efficiently, with the ability to identify root causes and implement effective solutions - Ability to work independently while collaborating effectively within a fast-paced team environment, demonstrating ownership and accountability for assigned work - Experience using help desk or ticketing systems - Excellent time management, organizational skills, and attention to detail - Positive attitude with the ability to adapt to changing priorities and work well with customers and team members in dynamic environments - Working knowledge of Windows operating systems and macOS environments - Experience supporting Active Directory, Azure Active Directory, Microsoft 365 (Office 365), and Google Workspace (G Suite) - Familiarity with VoIP systems and related technologies - Basic desktop and end-user troubleshooting experience, including printers, scanners, and peripheral devices - Understanding of computer networking, Wi-Fi connectivity, and network-attached devices Preferred Qualifications: - Experience with HaloPSA, NinjaOne RMM, IT Glue, or Hudu is a plus - Experience supporting WatchGuard and SonicWALL firewalls is preferred - Familiarity with Ubiquiti switches and wireless access points is a plus - Experience with VoIP platforms such as 3CX, FreePBX, FusionPBX, Asterisk, or Freeswitch is highly desirable - Knowledge of cybersecurity and IT management tools such as Huntress EDR, AutoElevate, Veeam, Proofpoint, and Exclaimer is a plus - Industry certifications such as Network+, Security+, Server+, CCNA, MCSA, or MCSE combined with relevant experience are highly valued Required Skills: Windows operating systems, macOS, Active Directory, Azure Active Directory, Microsoft 365, Google Workspace, VoIP systems, Computer networking, Wi-Fi connectivity, Printers, Scanners, HaloPSA, NinjaOne RMM, IT Glue, Hudu, WatchGuard firewalls, SonicWALL firewalls, Ubiquiti switches, Wireless access points, FreePBX, FusionPBX, Asterisk, Freeswitch, Cybersecurity, Huntress EDR, AutoElevate, Veeam, Proofpoint, Exclaimer, Security+, Server+, CCNA, MCSA, MCSE Benefits: Medical Insurance Plan, Dental & Vision, Life Insurance, Disability Coverage, Paid Time Off (starts at 15 days per year), Maternity/Paternity Leave, Paid US Holiday, Retirement Plan, Salary Advancement/Loan, Health & Wellness Program, Company-paid training and certification, Supplemental Life Insurance (Employee-paid), Supplemental Health Plans (Employee-paid)