Job Description

AZZ has an exciting opportunity for a Service Desk Technician at our Fort Worth Texas corporate office. Reporting into the Service Desk Manager you will support day to day IT operations.

Duties and Responsibilities

• Clearly communicate technical subjects and instructions to non-technical audience both in person and over the phone.
• Manage user requests for support within time constraints defined by a service level agreement (SLA).
• Document, research, identify, and attempt to solve technical problems on initial call and/or triage where appropriate for resolution.
• Give users a feeling of personalized service and a quick and thorough resolution.
• Perform basic technical support on endpoints (e.g., hardware, configuration, network connectivity, security, VPN, Terminal Services).
• Perform general maintenance tasks; troubleshoot and repair computer systems and peripheral equipment throughout the organization.
• Escalate service requests with management, vendors, and more senior technical resources as necessary to resolve problems.
• Image desktop and laptop computers.
• Ships and receives displays, computers, network equipment, and related materials.
• Manage inventory of replacement parts, equipment, and software licenses.
• Use an ITIL based work order tracking system.
• Plan and manage travel to field offices for onsite maintenance.
• Follow standard policies and procedures where documented.
• Inventory and securely destroy decommissioned data storage devices.
• Produce training materials and teach users in person and using remote collaboration tools.
• Other duties as assigned by the Service Desk Manager.

Qualifications

• 5+ years of experience in an end-user technical support role with more than 500 Windows workstations.
• Excellent communication and people skills.
• Problem-solving, analytical, and team-working skills.
• Must be able to lift 50 lbs. unassisted.
• Must be able to travel internationally.
• Must be able to travel via airplane.
• Must have a valid driver’s license.
• Must be willing and able to climb a standard 8 ft ladder.
• Must be able to communicate effectively in English.
• Experience working a standard service desk ticketing system.
• Experience answering incoming phone calls in a bullpen environment.
• Experience using multiple remote connection tools i.e. Remote Desktop, SCCM Remote Control, GoToAssist.
• Experience with video conferencing and collaboration tools ie Microsoft Teams, Zoom.
• Experience with User Management and Device Management inside Active Directory.
• Experience configuring VoIP phones.
• Experience supporting MFA.
• Experience creating job requirements for an outside contractor, remote hands, to perform.

Minimum Education

• Associates degree required.
• Technical Support Certification (e.g., MCSA, A+, CCNA) required
• Equivalent combination of education, certification, and experience will be considered.

Additional Information

All your information will be kept confidential according to EEO guidelines.

We are an Equal Opportunity Employer.

AZZ Inc. is a Drug Free Workplace