Support Technician I - Dallas (On-Site)

Job Description

Job Description

Support Technician I

The Support Technician will provide level 1 technical support and assistance to end users. This position will also answer incoming calls, support emails, and support chats, troubleshoots software and hardware problems, provides information, and answers questions to support our clients on all High Touch Technologies’ application platforms.

About Us

High Touch Technologies is a software, technology, and communications company that provides services and support to all industries.

We help grow businesses by expanding their technology and communications capabilities, both internally and externally.

At High Touch, you’re not just another employee; you have a seat at the table as an owner. We’re 100% employee-owned, offering private company stock as part of our compensation packages.

High Touch is a smaller, more agile, relational-based company no matter where your position is in the company, every decision you make and every project you complete impacts our success.

Our focus is on our clients as they grow, we grow too. As a High Touch employee-owner, you’ll be planting the seeds for technical innovation, nourishing development, and maintaining connections.

For over 30 years, High Touch has worked to extend its reach to clients all over the world.

Benefits

• Health, dental, and vision insurance
• Company-paid holidays
• Paid time off starts accruing on your first day
• Employee stock ownership program

Visit hightouchtechnologies.com / careers for a full list of benefits.

Essential Duties and Responsibilities

• Ability to work in a call center environment, answer incoming help desk calls from ACD, and support clients via phone and remote access.
• Promptly and accurately input call tickets into our call tracking system.
• Configure and support LANs, WANs, VPNs, data, and networking.
• Maintain a high level of productivity. Key performance indicators include measuring the incoming call-to-ticket count ratio, time spent on the phones, and time spent off the phones when working on software training or special projects.
• Have a positive attitude towards the company and work collaboratively within the department.
• Be prompt to work and willing to come in early or stay late if the call volume or workload warrants it.
• Serve as a technical resource for users, providing technical information and assistance by phone.
• Update the Knowledge Base (KB) with articles and information that will assist with support calls and resolving client issues in the future.
• Assist with analyzing software and hardware problems / needs and provide feedback to engineers.

Additional Duties and Responsibilities :

• On-call weekend rotation and after-hours support.
• Responsible for reading documentation as well as keeping up to date with patches and changes to software / hardware technology.

Knowledge, Skills, and / or Abilities Required : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

• Equivalent to a two-year college degree or completion of a specialized course of study at a business or trade school.
• One to three years of similar or related professional experience.
• Internet access from home and the ability to diagnose / work issues remotely while on-call.
• Strong interpersonal and customer service skills.
• Must be able to install, troubleshoot and support personal computers and be familiar with processing concepts and terminology.
• The ability to solve problems using logic, deductive reasoning, and isolation techniques.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and / or outside the organization, generally regarding routine matters for the purposes of giving or obtaining information that may require some discussion.

Preferred Experience

• Principles of basic operation and installation of LANs, WANs, TCP / IP telecommunication systems, and related software.
• Network performance tuning, software maintenance, and preventative maintenance techniques.
• Network performance tuning experience is a plus.

HTI Personnel, Inc. is an Equal Employment Opportunity company. This job description provides you with details pertaining to the position but is not a complete statement of duties and responsibilities.

Other duties can be assigned or required.