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IT Help Desk Technician

IT | Garland, TX | Full Time

Job Description

Stonecrop Technologies is looking for a talented and unique IT Help Desk Technician. This is your opportunity to play a key role in providing support in an ever evolving industry on the cutting edge.

About Us:

Stonecrop Technologies is a wireless Systems Integrator that provides state-of- the-art wireless network deployment software and services to cellular carriers and governmental entities. 

Since 2001, Stonecrop has transformed cellular and microwave deployments through a system of coordinated tools and processes that align design, supply chain, and installation. Working at a national level, Stonecrop delivers solutions by speeding the build and upgrade of carrier networks, and improving performance.

Responsibilities:

  • Serving as initial point of contact for telephone and e-mail inquiries for internal applications, hardware, printers and remote technology
  • Logging, categorizing and actioning all incoming ticket activity in the Helpdesk Desk application
  • Following up on any outstanding issues with customers regarding status and closure of incidents/requests
  • Manage user accounts updates, password resets
  • Troubleshooting and resolve all hardware, software and network problems
  • Escalate issues to second and third level support teams •
  • Document procedures, FAQs, and inventory of assets
  • Strong working knowledge of core applications including Mac, Windows,ruckus wireless, zendesk 
  • Experience with Helpdesk ticket tracking software and knowledge of remote desktop support tools
  • Experience installing, repairing and configuring laptops, personal computers, desktops, printers, and peripherals.
  • Experience in troubleshooting software and hardware
  • Experience with LAN and cabling
  • Excellent problem-solving, communication and interpersonal skills
  • Ability to prioritize and organize work to meet defined SLA's
  • Be able to work as a team member
  • Mobile phone support experience is required

Requirements

• Associate's degree or higher with at least 1 year of Help Desk or PC/Network Technician experience, or the equivalent combination of education and/or experience

• Knowledge of Mac, Windows, Office 2007/2010/2013, PC hardware, Remote Support 

Perks:

We offer competitive medical, dental, vision and wellness benefits that give you choices and a 401(k) plan to help you reach your ultimate retirement goals.