Position: Support Desk II Technician

Location: Fort Worth, TX
Travel: Local only
Employment Type: Full time, Non-Exempt, Immediate
Salary Comments: Commensurate with Experience

Job Overview:

Join a growing, culturally-driven technology company and expand your skillset with project management, training, and professional certifications. Support Desk II Technician position requires a minimum 2 years’ relevant experience in similar role. Bachelor’s degree is required.

At TriQuest, we hire individuals passionate about technology, with an enthusiasm for learning, and a desire to study and grow in technological aptitude. Team members are diligent in helping our customers utilize technology to solve business problems. Then we find solutions using technology to increase effectiveness and lastly, efficiency. Each technician is a member of various teams with skills, interests, and professional certifications in common. We believe that the best idea wins, and expect everyone to contribute towards our mission statement and company strategy.

The Support Desk II role requires a great communicator who can easily and instantly switch from speaking with a Microsoft expert to an Outlook novice. To succeed in this role, you need to be ready for hands-on learning, independent study, and formal training. In support of TriQuest’s commitment to maintaining the highest levels of technical competency, you will be expected to earn or renew certifications on a continual basis.

The Support Desk II position demands an individual with experience as a desktop support technician in the IT industry. Experience will include familiarity with desktop deployment, support desk ticketing system, troubleshooting, procurement, network management, and consulting. Experienced technicians may also have certifications within the IT field.

Initial Responsibilities:

  • Provide day-to-day customer support related to end-user requests
  • Perform root-cause analysis, develop solutions with team members, and assist or oversee remediation
  • Troubleshoot and resolve desktop technical issues
  • Diagnose and resolve network connectivity issues
  • Assist users with configuring their personal mobile devices to enhance their network experiences
  • Update requests in the service desk application including customer contact information, work logs, and knowledge database
  • Update desktop applications, security patches, etc.
  • Hardware warranty maintenance: replace failing or damaged parts
  • Update computer images with current revisions of software, including updates and patches
  • Conduct routine desktop maintenance
  • Monitor system performance
  • Escalate issues, as warranted
  • Complete other tasks, as needed

Minimum Requirements for Consideration:

  • 2 to 5 years’ experience supporting end-users
  • Love of technology
  • Desire to study and learn, earning professional certifications throughout your tenure
  • Willing to work under a matrix supervision system and within a team environment
  • Flexible in adjusting schedule and approach to meet changing customer needs
  • Physically able to lift 50 pounds, climb ladder, crawl under desks and in tight spaces
  • Capable of traveling to local customer sites in and around Fort Worth, TX, using personal vehicle (technical employees receive monthly stipends for cell phone and mileage expenses)
  • Understand the commute to the office occurs during morning and afternoon traffic
  • United States Citizen or US National
  • Able to accept full-time, permanent employment (this is not a contract position)
  • Bachelor’s degree required, not major-specific

Professional and Communication Skills Required for Consideration:

  • Professional demeanor befitting the TriQuest Technologies brand and culture
  • Comply with standards of professional conduct
  • No visible tattoos, piercings, or gauges
  • Positive, helpful attitude
  • Team player
  • Attention to detail
  • Exceptional time management skills
  • Excellent written and oral skills
  • Ability to learn from mistakes and not repeat them
  • Desire to listen and follow instructions independently
  • Tendency to focus on tasks without distractions
  • Commitment to following through on all tasks to completion, without rushing
  • Propensity to communicate with customers in a professional and courteous manner, adjusting behavior to conform with customer expectations
  • Basic typing skills of 40 wpm

Technical skill requirements:

  • Skill in acquiring and maintaining certifications in relevant technologies
  • Proficient with Microsoft Windows desktop
  • Adept with Microsoft Office (particularly Outlook and Word)
  • General understanding of Apple iOS
  • Acquire Technical Certifications in relevant technologies
  • Obtain Non-Technical Certifications in relevant skills
  • Experience with group policy, active directory, DNS, and DHCP
  • Understanding of PC hardware and function
  • Proficient with network topology, TCP/IP, switches, and router purposes
  • Expertise with wireless connectivity and security, including laptops and mobile devices
  • Well-versed with Windows 7, 8, and 10 and how to:
    • Add computer to a domain
    • Access network files and map network drives
    • Navigate the start menu, taskbar, control panel
    • Add, remove, and update drivers
  • Competence in diagnosing issues using the 7-layer OSI model
  • Outlook/Exchange
    • How to use scan .pst
    • Cached mode and .ost maintenance
    • How to backup, move, and add .pst file
    • How to transfer .pst information
    • Connect mobile device to Exchange or Office 365
  • Printing
    • Able to add local printer
    • Knowledge to add network printer
    • Capable of installing printer drivers locally
    • Understanding of print spooler
  • Security Protection
    • Use of malware and antivirus protection tools
    • Malware infection response

About Us: For additional information, see our website www.TriQuestTech.com/careers


To Apply:

Send your resume with a cover letter explaining how your skills and experiences will complement TriQuest to personnel@triquesttech.com. If you have industry certifications or project work that demonstrate your skills, please include with your submission.