Budgeting, Calendar Management, Change Management, Communication Skills, Computer Hardware, Computer Software, Customer Support/Service, Document Scanners, Documentation, Emerging Technology, Equipment Maintenance/Repair, Equipment Replacement, Establish Priorities, Hardware Installation, Health Information Technology, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Information Technology & Information Systems, Interpersonal Skills, Knowledge Base, Lift/Move 50 Pounds, On Call, Physical Demands, Presentation/Verbal Skills, Printers, Problem Solving Skills, Project Planning, Resolve Customer Issues, Software Configuration Management, Systems Administration/Management, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Support, Time Management, Willing to Travel, Writing Skills
The IT Support Specialist must believe in, practice and initiate all Green Brick Partners values set forth in an acronym we call HOME. They must be Honest, Objective, Mature and Efficient in how he or she approaches their role at Green Brick Partners.
To provide the IT support and resources needed to enable our customers to succeed.
Responsibilities:
- Take ownership of customer issues reported and see problems through to resolution.
- Demonstrate excellent people skills: friendly, empathetic, outgoing, respectful, and patient.
- Demonstrate excellent written and oral communication skills.
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Provide prompt and accurate feedback to customers.
- Ensure proper recording and closure of all issues.
- Install and configure computer hardware, software, systems, networks, printers, scanners, and other IT-related equipment.
- Assist in planning and undertaking scheduled maintenance upgrades.
- Set up accounts for customers.
- Talk to clients and computer users to determine the nature of any problems they encounter.
- Investigate, diagnose, and resolve computer software and hardware problems.
- Repair equipment and replace parts.
- Maintain an accurate asset inventory of IT equipment.
- Manage stocks of equipment, consumables, and other supplies.
- Exercise superior discretion and independent judgement in matters related to setup, implementation, configuration, administration, and overall health of the IT infrastructure.
- Ability to meet the physical demands for this position, including lifting up to 50 lbs. as needed.
- After familiarization with Service Desk practices, the Support Specialist will be placed on the on-call rotation for weekend duty, once every 5-6 weeks.
- Any additional IT-related tasks as assigned
Supervision of Others: No
Authority/Budget/Decision Making/Discretion & Independent Judgement Ability: Employee should be able to make strategic decisions regarding setup, implementation, configuration, administration, and overall health of the entire IT infrastructure.
Physical Requirements: Ability to stand and walk for 4 hours straight or up to a full 8-hour day; sit for extended periods; kneel and bend at the waist; walk up and down stairs; walk on unlevel terrain; use hands to finger, handle or feel; reach with hands and arms; talk and hear. Ability to lift and/or move up to 50 pounds. Specific vision ability required by this job include close vision, distance vision, color vision and peripheral vision.
Travel: Position will require travel in DFW Metroplex and surrounding areas
Location: Plano, TX / Remote site in DFW Metro
Qualifications:
Education: Degree in IT related field or equivalent work experience. Certifications a PLUS
Experience:
- Minimum three years of experience in an IT support role.
- At least one year of experience as an IT Endpoint Computer Technician or IT Service Desk Agent in a professional IT department.
Competencies:
- Excellent customer service skills.
- Familiarity with enterprise service desk software usage.
- Basic understanding of the TCP/IP protocol suite.
- Excellent written and verbal communication skills.
- Ability to produce timely, clear, accurate, and thorough written documentation for all assigned tickets.
- Ability to create knowledgebase articles when appropriate for tasks, procedures, and incident remediation.
- Solid understanding of ITIL practices, including IT Service Management, Incident Management, Problem Management, and Change Management.
- Ability to re-prioritize when new issues arise to ensure a timely response.
- Familiarity with and a natural curiosity for emerging technologies.
- Ability to participate in projects and plan and prioritize work assignments.
- Adaptable to changing circumstances.
Green Brick Total Compensation:
- Competitive salary and bonus program
- Multiple Medical and ancillary benefits
- 401(k) with Company Match
- Home Purchase Discount
Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.