Desktop Support Technician 1

Effex Management Solutions is hiring a Desktop Support Technician 1 to join our team in Waller, TX. In this role, you will investigate and resolve user software and hardware problems, answer questions using your knowledge of software, hardware, and procedures, and help keep our manufacturing facility running smoothly., * Manage and coordinate desktop resolutions reported through the problem tracking system

• Resolve reported desktop and laptop hardware problems
• Provide timely customer follow-up and status reports until issues are resolved; manage the online ticket system
• Meet and maintain Service Level Agreements (SLAs) for Desktop Support
• Review and resolve escalated customer problems
• Coordinate with other IT teams to track the status of issues
• Document all actions taken to resolve customer requests in the call tracking system
• Troubleshoot, analyze, resolve, track, escalate, and accurately document hardware, software, and technical issues
• Support the features, functionality, and usage of applications
• Support the manufacturing facility environment, including thin clients, scanners, monitors, and printers
• Cross-train with other groups as assigned and train users as needed
• Analyze, interpret, and escalate problems to other IT teams; review escalated tickets to determine root cause
• Provide after-hours on-call support on a rotational basis
• Investigate and implement solutions for issues involving terminals, laptops, printers, and other equipment
• Set up, install, and maintain hardware
• Support additional projects and duties as needeD

• High school diploma required; Associate’s degree or higher preferred
• A+ certification or equivalent PC hardware repair experience
• Microsoft certification or equivalent preferred
• 2 years of relevant experience
• Strong written and verbal communication skills
• PC literate, with the ability to support Microsoft Office products (Access, Word, Excel, PowerPoint, etc.)
• Excellent customer service skills
• Strong analytical, troubleshooting, and problem-solving skills
• Ability to work well with team members and customers, including diffusing difficult situations
• Effective organizational and time management skills
• Experience with endpoint management preferred
• Knowledge of encryption software is a plus
• Familiarity with application upgrades, rollouts, and anti-virus software
• Sound judgment, strong work ethic, and integrity

Schedule: Standard business hours, with participation in an after-hours on-call rotation