IT Technician

Company: ELO Touch
Location: Richardson
Posted on: March 17, 2023

Job Description:

Elo Touch Solutions is a leading global supplier of touch-enabled technology, products, and industry solutions, with employees in 16 countries worldwide. The Elo portfolio encompasses the broadest selection of OEM touchscreen components, touch monitors, and all-in-one touch computers for the demanding requirements of diverse markets, including gaming machines, hospitality systems, industrial automation, interactive kiosks, medical devices, office equipment, point-of-sale (POS) terminals, retail displays, and transportation applications. Since Elo founders pioneered the touchscreen over 40 years ago, the Elo touch experience has consistently stood for quality, reliability, and innovation.

Elo is looking for an IT Support Technician to provide technical support for our computer systems, software solutions, and cloud services to our North American team. You will answer questions on technical issues and offer solutions to solve them. We are looking for someone with good technical skills as well as the ability to communicate effectively. The person for this role must also be customer-oriented with good interpersonal skills. The IT Technician will also assist the IT engineering staff with various functions and tasks.

What You Will Do:

Serve as the first point of contact for internal customers seeking technical assistance submitted to the IT Help Desk system powered by the Zendesk application.

• Receive, provision, and ship IT equipment for existing and new users.
• Perform remote troubleshooting for Elo's global team.
• Determine the best solution based on the issue and details provided by internal customers.
• Walk the customer through the problem-solving process.
• Escalate complex technical issues to higher-level IT staff when necessary.
• Provide training and support to end-users on software applications and hardware usage.
• Record events and problems and their resolution in the Zendesk Help Desk system.
• Follow up and update customer status and information in our Zendesk Help Desk system.
• Pass on any feedback or suggestions by users to the appropriate internal team.
• Write knowledge-based articles for distribution through our AI-powered Zendesk Help Desk system.
• Identify and suggest improvements in procedures and processes.
• Support the creation and posting of FAQs associated with common support issues.
• Assist engineering team with daily admin tasks such as reviewing and responding to security monitoring system events and other minor server-related tasks.
• Maintain and update Active Directory, including user and computer account management, and group policy management. You Have:
  • Associate degree in IT from an accredited institution with 2 years of work experience or 4 years of directly related work experience. Ideally, You Will Bring:
    • Proven experience in a technical support or helpdesk role.
    • Proficient with Microsoft Office 365, Salesforce, and other cloud-based solutions.
    • Strong knowledge of Windows and/or Mac operating systems, Microsoft Office, and basic networking concepts
    • Experience with remote support tools such as Remote Desktop or TeamViewer
    • Excellent communication and customer service skills
    • Ability to work independently and as part of a team.
    • Strong problem-solving and troubleshooting skills.
    • Ability to multitask and manage competing priorities in a fast-paced environment.
    • Relevant certifications such as CompTIA A+, Network+ or Microsoft Certified Desktop Support Technician (MCDST) are a plus.
    • Ability to follow instructions to assist engineering staff with admin tasks. Physical Demands:
      • Ability to sit, stand, bend, or walk for prolonged periods of time.
      • Some travel may be necessary.

Keywords: ELO Touch, Richardson , IT Technician, Professions , Richardson, Texas