Technical Support Manager Jobs in Plano, TX

• Firstline responder to incoming issues through chat, email-generated tickets, or phone
• Direct unresolved issues to the next level of support personnel
• Troubleshoot straightforward workstation-based software and hardware issues with:
• Microsoft supported Windows Operating systems
• Microsoft supported Office/O365
• Adobe
• Apple Mac supported Operating systems (workstations)
• Sophos and other major AV brands
• Component failure and pending failure behavior
• Failed startup beep codes
• Computer event logs and 3rd party alerting tools
• Local and network printers, as well as other peripherals such as keyboards and monitors
• Assist users with basic “How do I?”, “Where do I?”, etc. type of technical questions
• Understands and troubleshoots basic user permissions and workstation interaction in domain and workgroup environments
• Understands and administers user level tasks in the Microsoft Office 365 environment
• Learn the difference between sync’d and cloud environments
• Learn licensing levels to include subscription offerings
• Learn and perform various user account actions such as password resets, applying appropriate licensing, litigation hold, and disabling

• Assist in system monitoring to identify and react to alerts, backups events, connectivity, and security events
• Learn and understand basic functions of 3rd party applications
• Understands and uses documentation including Client technical documentation, “how to” documentation, knowledge base articles, internal procedures/processes, etc. Suggest updates to existing documents to keep current.
• Accurately enter and maintain issue information including notes and resolution
• Performs more complex tasks (directly supervised or manager approved) to gain experience or to assist with real-time support needs
• Contribute to team goals such as: SLA requirements, resolution, and Client satisfaction
• Adheres to work group and company polices outlined in Team Member handbook, electronic communication, and other documentation
• Other duties as assigned

QUALIFICATIONS:

• Possess High school diploma or GED required, some college preferred
• 2+ years of relevant experience in a technical help desk environment preferred
• Certifications are beneficial but not required. Desired certifications/examinations include CompTIA A+, CompTIA Network+, MCP/MCDST/MCSA (such as Exam 70-697: Configuring Windows devices)
• Applicants subject to government security investigations and must meet eligibility requirements related to the clearance process
• Pass background checks as needed
• Valid driver’s license, personal auto insurance and reliable personal vehicle
• Ability to travel to Client sites as needed, leveraging personal vehicle for local dispatch