Infrastructure Support Technician

Paladin Consulting is currently hiring a Infrastructure Support Technician to join our team working onsite at our client's office located in Dallas, TX.

• We are looking for a self-motivated Infrastructure Support Technician with a solid technical background supporting Windows machines and Apple devices.
• A problem-solving attitude with an ability to achieve specific goals are essential skills to perform well in this position.
• The Infrastructure Support Technician will support the Service Desk team's delivery of services to end users, provide white-glove support to C-Level executives and take ownership of Inventory, Patching, and Knowledge base management

• First point of contact for all information technology issues by responding via phone call, chat, email, Service-Now ticketing system and in person at local office.
• Assist end users using remote tools by responding, recording, and resolving issues
• Support Windows 10, Microsoft Office products (Outlook, Word, Excel, PowerPoint), network connectivity, printing, VPN connectivity, office telephone and voicemail usage, and Mobile Device Management
• Provides technical support for meetings that include audio/video conferencing
• Diagnoses and resolves client workstation and mobile device hardware and software issues
• Reviews requests and follows up with customers on missing information or incomplete orders
• Manages hardware drivers, endpoint software deployments, software updates/patches and golden image
• Manages and monitor levels of hardware (laptops & peripherals) in stock to be used for loaners, making sure adequate stock is available to deploy
• Desktop Knowledge Base Owner and Contributor, ensuring that all desktop support processes are thoroughly documented and reviewed quarterly

• Strong analytical aptitude, critical thinking, and problem-solving skills in a technical environment
• Must be flexible for occasional extended hours and/or shift work
• 2+ years previous experience in a Desktop Technician Support environment
• Must have excellent customer service, telephone, listening and communication skills
• Must have excellent documentation and writing skills
• Demonstrated experience in applying knowledge/skills in a customer support environment
• Multi-task across several ongoing tasks of varying priorities as required
• Proficiency with Windows 10
• Proficiency with Office products (Outlook, Word, Excel, PowerPoint, OneDrive, OneNote)
• Proficiency with Microsoft Teams
• Basic understanding of Apple MacOS and iOS devices
• Proficiency with softphone systems (RingCentral preferred)
• Proficiency with VPN Software
• Possesses CompTIA A+ certification, equivalent or better

• Active Directory user and group management
• Remote support tool
• Using ServiceNow to manage tickets
• RingCentral or other phone platform
• Office365 User, License, Mailbox administration
• VPN Support
• Working knowledge of basic (layer 1 & 2) networking concepts and common protocols such as DHCP and DNS
• Kaseya experience is a plus