IT Helpdesk Support Specialist

Position Description:

Our Technology Department is looking for an IT Helpdesk Support Specialist to join our team.

Full time with benefits, including Employer Paid Medical for Employee, Paid Time Off, Paid Holidays, a generous 401K match. Salary commensurate with experience.

POSITION SCOPE

The Alamo is committed to preserving one of Americas most historic landmarks. Our Technology team plays a vital role in supporting this mission by ensuring reliable and secure access to technology across all departments. This position will serve as the initial point of contact for both onsite and remote end user requests and prioritize and respond to incidents based on assessed severity, escalating when appropriate; provide tier 1 support in person, electronically, or via phone, or escalate to the appropriate area for tier 2 support. Prepare all computers and phones with necessary applications and software: including, but not limited to, Microsoft Windows, MS Office Suite, Adobe, etc. This will be a fully on-site role.

DUTIES, RESPONSIBILITIES & ESSENTIAL FUNCTIONS

• Provide professional, efficient, and approachable support and service.
• Coordinate, diagnose and troubleshoot incoming employee calls and work order tickets.
• Set up new employee email account, computer station, laptop, etc.
• Provides ticket status updates to management and end-users.
• Supports and maintains effective relationships with end users and outside providers.
• May require occasional after-hours support.
• Assist in development and implementation of standard operating procedures and customer service guidelines relating to remote technology support.
• Provides support services to employees with technical problems and information technology issues involving applications or hardware from local personnel or from employees using remote access software.
• Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.

REQUIRED QUALIFICATIONS

• Experience with hardware replacement such as hard drives, memory, keyboards on both laptops and desktops.
• Working experience replacing and/or upgrading end users from one system to another.
• Experience supporting Dell hardware.
• Excellent professional communication skills, electronic and in-person.
• Demonstrated ability to self-manage tasks and prioritize multiple support issues.
• Effective collaboration in a team-oriented environment while maintaining a professional and positive demeanor.
• Ability to deal with various levels of personality traits while maintaining self-control.
• Integrity and desire to contribute to the success of The Alamo.
• Must prepare reports and documents in a logical and grammatically correct manner.
• Ability to work Monday through Friday, and extended hours if required.
• Satisfactory completion of background and post-offer drug and alcohol testing.

EDUCATION AND EXPERIENCE

• 1-2 years professional work experience supporting desktop computer equipment in an enterprise environment.
• Relevant and current Information Technology certifications, such as CompTIA A +, Network +, Security +, are highly desirable but not required.
• Applicants must be legally authorized to work in the United States without restriction or sponsorship.