End User Support Technician in Pharr, TX at Southern Careers Institute

Date Posted: 6/11/2020

Job Snapshot

Job Description

Only Those with a Passion to Change Lives Qualify.

At Southern Careers Institute (SCI), the core of what we do is passion. We’re passionate about putting our students first to help improve their lives through education and career training.  It’s this passion that drives everything we do, and if you feel you have it burning in your belly, we want to talk.

End User Support Technician

We call it being a life changer, but you’ll call it a job you love while helping others find the same.  You’ll have a hand in improving the lives of countless SCI students throughout Texas by working with impassioned educators and campus faculty in a collaborative, interactive environment to create optimized environment for our students.

As the End User Support Technician, you will support end users with their technical issues and requests via remote control support, telephone calls, deskside visits. You will help drive increased customer service levels through rapid response and effective issue resolution. 

What you can expect when joining SCI:

  • Training & Development
  • Fun & Energetic, Family-Based Environment
  • Continuous Growth Opportunities
  • Medical, Dental, & Vision Options
  • Health Savings & Flexible Spending Options (HSA & FSA)
  • Basic Life & Accident Insurance
  • Short & Long-term Disability
  • 401K Retirement Plan
  • SCI is an Equal Opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.

Responsibilities include:

  • Serve as the first tier of support for response to inbound technical support requests and manage these requests through use of the ticketing system and escalate as needed; 
  • Troubleshoot, diagnose and resolve hardware, software, and network related issues via remote management tools, via phone and through onsite service calls;
  • Unbox, image, configure, test, deploy and troubleshoot laptop/desktop/EUC hardware running Windows or MacOS and common peripherals including docking stations, monitors, printers and scanners following all asset management processes and procedures;
  • Provide Tier 1 support of networking, wireless networking, home networking, VPN, software packaging, multi-factor authentication, VDIs, virtual machines, threat management and operating system deployment (OSD);
  • Provide support for Microsoft Windows operating systems and productivity applications;
  • Maintain SCI’s laptop and tablet fleet and ensure appropriate updates and anti-virus are installed. Set-up laptops, desktops and tablets for training, including traveling to offsite meeting centers. Ensure laptops and tablets are functional for users;
  • Develop, track and maintain network documentation;
  • Understands Active Directory concepts and can administer user, user groups and computers per standard operating procedures

Job Requirements

Position Requirements

Successful candidates will have: 

  • Bachelor’s Degree in related field, or 4 years of experience with on-the-job training in the IT field;
  • Proficient knowledge of computer systems;
  • Experience scoping large engagements, with development of project plans is required;
  • Proven ability to build strong relationship across stakeholder groups is required;
  • Strong knowledge of computer systems, Microsoft Office suite;
  • Knowledge of network theories and protocols
  • Clear and succinct communication, both verbally and in writing with a diverse community, student population and with team members at all levels of the company;
  • Listen to and understand a wide-range of issues from both students and corporate team members;
  • Strong interpersonal and customer service skills;
  • Strong verbal communication, written communication, listening, record keeping and information management;
  • Maintain a calm and friendly demeanor when assisting students.

About Southern Careers Institute

SCI has been changing lives for over 50 years, now and we’re just getting started.  We offer certification-based training with programs in Medical, Business, Cosmetology, Skilled-Trades and Technology with campuses spanning across central and south Texas as well as online.  Our students can graduate most of our programs in under one year and with real-world experience under their belt.