IT Service Desk Field Service Representative na HOLT Group

The field Service Area covers central to south Texas (Austin to Rio Grande Valley). The home office will be in San Antonio, TX

The IT Service Desk – Field Service Representative provides level 3 support for the Call Center and Desktop Support teams. This position is responsible for the effective provisioning, installation/configuration, operation, and maintenance of systems hardware, software, and infrastructure. The incumbent will participate in technical research and development to enable continuing innovation within the infrastructure and operations organization. Ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational standards. Responsibilities will include troubleshooting software and hardware issues on laptops, desktops, tablets, and/or smartphones, server operating systems, data center operations, systems
alerting, monitoring, and response. As required, this role also serves as a backup for the network and systems administration teams.

What can HOLT Group offer you?

• A competitive salary, commensurate with your experience and competencies.
• A comprehensive and robust benefits program that includes complete health care, 401(k) matching & Profit-Sharing plan (ROTH and traditional), paid holidays, and a front-loaded PTO program.
• A Tuition Reimbursement program to support the pursuit of accredited college courses.
• An employee development program with professional development staff that allows you to grow your skills and build your competencies to prepare you for future opportunities at HOLT. 

Essential Functions:

• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values-Based Leadership
  (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
• Assists in the management and troubleshooting of routers and switches
• Administration of Microsoft Infrastructure Suite to include Azure AD, Active Directory, ADFS,
  GPO, DNS, and DHCP
• Provide remote and in-person support as needed
• Make regular and consistent visits to company locations in the territory and provide support to
  end users, maintain site infrastructure and network stability
• (DR) and backup infrastructure
• Performs system-level performance tuning and capacity planning
• Liaise with L2 support groups and/or development groups to collaborate on the resolution of
  incidents within defined SLAs
• Documents technical knowledge in the form of ticket notes, Knowledge Base articles, and How To’s
• Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Performs other duties as assigned

Education and Experience:

• Bachelor’s Degree in Computer Science, Information Technologies, Engineering, or equivalent experience required
• Six+ years of experience in a Technical Support role required
• CompTIA, Cisco, VCP, MCSE, or Microsoft tool suite certification(s) required

Knowledge, Skills, and Abilities:

     Technical

• Knowledge of routers and switches
• Knowledge and experience resolving tickets
• Knowledge and experience working in Hybrid Microsoft environments
• Skill in scripting automation; Building scripts to automate the daily operations of the system using tools like Exchange PowerShell, PowerShell, Python, or others
• Skill in monitoring vital system statistics such as CPU utilization, disk space usage, etc.,  reporting information to senior management and implementing corrective actions
• Skill in implementing and monitoring control routines to assure system integrity
• Exceptional troubleshooting and diagnosing skills with the ability to effectively work with technical and non-technical resources

     Communication

• Excellent communication and interpersonal skills to establish working relationships with multiple departments and various levels of the organization
• Excellent verbal, written, communication, and presentation skills
• Ability to communicate systems issues to peers and management
• Advanced knowledge of business financial principles, budget preparation, and strong business acumen

     Self-Management

• Ability to work in a fast-paced, changing environment and prioritize work tasks.
• Ability and motivation to learn and implement new technologies
• Ability to work independently with minimal supervision
• Ability to excel in a team environment, which emphasizes total cooperation, consistent communication, and mutual respect.
• Ability to act as escalation source/mentor for team members.

     Analytical Skills

• Ability to diagnose and determine corrective actions to be taken on complex technical issues
• Ability to think logically while interpreting and analyzing problems assigned or
  encountered

Supervisory Responsibilities:

• None

Travel:

• 50% – 70% travel, including overnight stays, may be required
• Valid driver’s license

Disclaimer: Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.