• IT Branch Support Technician I

    Job Locations US-TX-Arlington
    Requisition ID
    2018-32788
    Employee Type
    Full Time-Regular
    Category
    Information Technology
  • Overview

    The IT Branch Support Technician I will provide technical support, via phone, email, field site visits and other means of communication to all GMF employees. Responsible for assisting with researching and documenting resolutions for all escalated tier I technical support issues from GMF branch / remote users. Assist in the installation, configuration and diagnoses of laptop / desktop hardware / software related issues for branch / remote users to determine proper solution / course of action. Assist IT Branch Support Technician II with researching, implementation and documenting proven best practice standards which require communication between technical IT staff, business management and vendors while building positive relationships. Special emphasis will be placed on the implementation and ongoing maintenance of a successful ITSM platform. Travel to remote sites to assist / perform maintenance on all hardware / software related issues when required.

     

     

     

    Responsibilities

    JOB DUTIES

    • Handle escalated calls from branch / remote users in a timely manner.
    • Recognize, identify, resolve, and repair PC hardware / software failures within the GMF enterprise.
    • Assist in the documentation of problem resolutions and document high-level technical problems.
    • Assist with hardware replacement and branch relocation.
    • Assist with the maintaining of spare computers and related equipment for quick replacement until malfunctioning unit can be repaired and / or replaced.
    • Assist with the schedule of equipment distribution to branch / remote users.
    • Address Service Now incidents / request and assist Tier II with involved support issues.
    • Assist with research and development of future technologies for use at GM Financial.
    • Assist with the disposal of managed assets for all supported users.
    • Assist with on-site follow-up meetings with upper management during remote site visits.
    • Assist with major projects.
    • Assist with hardware inventory during remote site visits.
    • Perform other related duties, as needed.

    OTHER IMPORTANT DUTIES

    • Assist with the strategic development of an ITSM platform.
    • Assist with the setup / deployment of network and telephony hardware.
    • Communicate IT Service management policies and procedures.
    • Maintain updated knowledge on computer hardware / software.

    REPORTING RELATIONSHIP

    Reports to: IT Branch Support Lead

    Direct Reports: None

    Qualifications

     

    Knowledge

    • Basic working knowledge of desktop / laptop, hardware and software support.
    • Basic working knowledge of operating systems and applications such as Windows, MS-Office suite, technical utilities and proprietary vendor software.
    • Basic knowledge of network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
    • Basic knowledge of Active Directory
    • Basic understanding of ITSM tools required to deliver exceptional IT service to all business units.

    Skills

    • Excellent verbal and written communication skills.
    • Excellent problem-solving skills.
    • Excellent Interpersonal skills.
    • Excellent Organizational skills.
    • Analytical skills with an ability to think logically and be able to make correct decisions relative to addressing operational problems.
    • Ability to make recommendations for courses of action to address hardware / software related issues.
    • Ability to provide first level problem diagnoses for laptop / desktop hardware / software issues
    • Ability to adapt to organizational change and shifting priorities.

    Experience

    • 2 - 5 years of prior experience in customer service or desktop support in a call center environment preferred.
    • 2 - 5 years in Level I / Tier I hardware / software experience preferred.
    • HP / Dell certification within 6 months.
    • Professional certifications a plus (A+, MCP or Microsoft Desktop Support).
    • ITIL Certification within 6 months

     

    WORK CONDITION

    • Office environment
    • Travel required
    • Current valid drivers license
    • Work a flexible schedule with possibility of long hours

     

     

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