IT Technician

Position Overview

Revolution Company is seeking an IT Technician to join our team in Mesquite, TX. Location: US-TX-Mesquite. This regular, on-site role involves maintaining computer workstations, phone systems, and associated software for both office and field staff. The ideal candidate is detail-oriented, efficient, and possesses excellent communication, problem-solving, and time management skills.

Key Responsibilities

• Troubleshoot and resolve basic server, network, desktop, and software issues following published escalation guidelines.
• Meet and exceed call volume standards along with other key performance indicators.
• Demonstrate a comprehensive understanding of multiple user-friendly software platforms.
• Build customer rapport by probing, listening, and offering solutions.
• Provide prompt, accurate, and friendly customer service that makes customers feel supported and valued.
• Communicate and report client business issues internally to educate and inform management.
• Document and report on activities and projects in the customer relationship management system.
• Use a customer-focused, needs-based review process to educate customers about their transactions.
• Actively listen to end users, confirm or clarify information as needed, and manage each interaction per established procedures.
• Maintain documentation on standard procedures, common troubleshooting steps, and known issues within a knowledge base.
• Work on support tickets assigned to the Infrastructure Team and assist in reducing the ticket closure rate.
• Participate in a shared department on-call rotation for as-needed emergency IT issues.

Required Qualifications

• Education: High School diploma or equivalent required
• Experience Required: 1 – 2 years of relevant experience
• Experience troubleshooting and daily administration of network issues
• Proven communication skills across all organization levels, including upper management
• Proficiency in Microsoft Office suite
• Familiarity with Microsoft Azure and/or AWS
• Strong analytical, problem-solving, and organizational skills
• Understanding of IT principles with the ability to communicate technical concepts effectively
• A strong sense of discretion and confidentiality
• Ability to create, read, and understand technical documents and requirements
• Knowledge of security awareness and KnowBe4 platform usage/administration
• Excellent organization, prioritization, and multitasking skills
• Ability to work effectively as part of a team
• Adept at managing difficult or emotional customers calmly and professionally
• Strong listening skills with attention to detail

Preferred Qualifications

• Associate degree in IT-related field preferred
• Experience in a manufacturing environment is preferred

Benefits & Perks

• Benefits: Competitive Pay
• Benefits: Medical
• Benefits: Dental (with orthodontic)
• Benefits: Disability
• Benefits: Vision
• Benefits: Life insurance
• Benefits: 401K with company match
• Benefits: Attendance Bonuses
• Benefits: Paid Meal Breaks
• Benefits: Merit Increases
• Benefits: Paid Time Off (PTO) and Paid Holidays
• Benefits: Growth opportunities in a stable and safe work environment
• Benefits: Collaborative and positive team culture