Technician, Site Services

Overview

As a Site Services Technician, you will have the opportunity to be an IT superhero, saving the day for a dedicated Hedge Fund client based in Fort Worth when technical issues arise. As the face of our organization for the client, you will spend your time responding to client issues, collaborating internally and externally to resolve issues, and providing exceptional white glove service to the client. Your role will be pivotal in ensuring the client’s operations run smoothly, allowing them to focus on their core business objectives and succeed in their endeavors. This position reports full time to the client's Fort Worth office.

Job Description

Duties and Responsibilities:

• Provide best in class technical support to a dedicated client, resolving assigned tickets
• Answer inbound phone, email, chat, and remote support requests and triage issues to the appropriate department or technician for timely resolution when not assigned to an onsite visit
• Support all workstations, printers and peripherals for clients
• Communicate with client and colleagues early and often
• Record all work via time entries in our ticketing system (ServiceNow) in a timely manner
• Actively manage all tickets in your queue by ensuring all notes and statuses are up to date
• Troubleshoot client issues and document all steps up to resolution in ticketing system
• Self-manage distributed workload and actively address on-going tickets
• Home visits to set-up or troubleshoot client equipment when necessary
• Provide analysis and input in a team environment
• Must be able to multi-task client issues when applicable
• Document technical issues and take ownership of escalating issues to the appropriate resource
• Basic network troubleshooting, including collaboration with Network Services to replace network hardware and troubleshoot common network issues.
• Must meet the minimum standard for personal key performance indicators and contribute to the overall success of team mandated goals
• Manage key aspects of the employee technology lifecycle, including onboarding/offboarding, workstation and peripheral setup, asset management, and AV/conference-room technology
• Independently troubleshoot complex technical issues across endpoints, applications, and network layers, clearly documenting findings, taking ownership through resolution, and escalating effectively when additional expertise is required
• Must be flexible regarding duties and hours of work
• Ability to lift over 50lbs. of equipment

Knowledge, Skills, and Abilities

• Fundamental knowledge of client/server, Active Directory and Operating system technologies to identify and correct issues in client computer systems
• Duo Security and other two factor authentication applications
• Microsoft Exchange Online Administration
• Familiarity with Microsoft Entra ID
• Familiarity with Office 365 admin portal
• Citrix XenApp
• Publish/Manage Citrix applications
• Removing hung sessions
• Familiarity with Citrix director and Citrix studio a plus
• Mobile device management technologies (Intune and Xen Mobile)
• Understanding of networking concepts
• VMware vSphere
• Virtual server administration: 
• Disk remediation, Increasing resources, RAM CPU Managing and viewing, GPO’s Troubleshooting server performance, Configuring and managing server roles, Install, configure & manage print queues, and Troubleshoot DNS, DHCP and TCP/IP issues
• Ability to manage/troubleshoot hardware (video cards, USB & peripheral devices and drivers)
• Ability to troubleshoot Microsoft Intune and other MDM technologies

Attributes that will drive success:

• Self-motivated, detail-oriented and organized
• Excellent communication (oral and written), collaboration, organizational, and presentation skills
• Ability to work independently and efficiently to meet deadlines
• Ability to assess and prioritize work in a fast-paced environment
• Ability to manage resources both laterally & vertically

Qualifications and Experience