Tier 1 Systems Support Specialist

Groundworks is seeking an entry-level Tier 1 Systems Support Specialist to join our tribe in Irving, TX!

The Tier 1 Systems Support Specialist will be part of a team of support personnel who troubleshoot and resolve IT issues. They will utilize tools and software to identify, document, track and resolve reported problems. They will plan, prioritize, and schedule help desk activities to ensure maximum issue resolution.

Additionally, the Tier 1 Systems Support Specialist will analyze ticket activities and develop tools and process improvements to optimize service and performance.

 Job Responsibilities

• Provides ongoing technical support for office-based, remote, and field users. Receives and responds to issues via the help desk ticketing system. Also provides support for the deployment and troubleshooting of desktop, laptop, mobile devices, operating systems, and applications supported by the IT team.

• Interviews users to collect information and leads users through diagnostic procedures to determine the source of error.

• Prioritizes customer requests to ensure that inquiries are resolved appropriately and applies the escalation process when necessary.

• Prioritizes incident recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to appropriate staff.

• Coordinates and performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.

• Performs user account management activities, including creation and termination of user accounts.

• Generates various reports and files departmental documents as required.

• Coordinates with vendors regarding software and hardware support issues.

Qualifications

• Associates degree or technical certificate in Computer Science or related field with 0-3 years of experience; or relevant and equivalent IS or technical experience of minimum of 3+ years.

• Vendor specific certifications or industry recognized certifications such as CompTIA A+ considered a plus, but not required.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable employees with disabilities to perform the essential functions – must be able to lift up to 20lbs. 

• Systems Support Service: This position may require the occasional lifting of heavy objects such as desktops, printers, backup tape containers, etc.  The position also requires occasional off-hours and weekend work.  This position requires on-call availability on a rotating schedule. 

• Help Desk Support: While performing the duties of this job, the employee is regularly required to sit at a desk and use fingers to operate a computer keyboard or calculator, reach with hands and arms for books or manuals, and talk or hear while on the telephone or communicating with others.  Specific vision abilities required by this job include close vision and ability to adjust focus.  

Requirements

• Full-time

• Onsite in Irving, TX

What we provide for our employees

• Competitive base compensation with lucrative bonus potential

• Equity ownership in the nation’s largest and fastest growing foundation repair and water management company

• The best-in-class training programs

• Advanced leadership training opportunities

• Benefits include Medical, Dental, Optical, Long/Short Term Disability, Life insurance, 401(k) with a company match after applicable waiting periods

• Paid time off including 6 holidays after applicable waiting period

Groundworks® is the nation’s leading provider of Foundation Repair, Crawl Space Encapsulation, Basement Waterproofing, and Concrete Lifting & Stabilization. 

With more than 50 locations across the USA, Groundworks is the fastest-growing foundation solutions company in the country! Recognized as a Top Workplaces USA™ company and offering ownership for everyone, we’re building something that just can’t be replicated. And we’re on a mission to change an industry like never before!

We’re unique here at Groundworks. We are all connected through the same vision, mission, and values, and we are stronger together. That’s why we’re proud to be the Groundworks Tribe! Our shared culture, resources, work ethic, and even the lingo we use unites us as #OneTribe.

Our highly trained teams have decades of experience delivering innovative solutions, unmatched quality, and industry-leading warranties, helping over 1.5 million homeowners protect and repair their most valuable asset – their home. 

When customers choose a local Groundworks company, they can feel confident they’re hiring the trusted local experts who will ensure the job’s done right. When you choose Groundworks, you’ll join thousands of Tribemates who are making history. It’s the Groundworks difference!

So come and help us make history. Join our Tribe!

#Groundworks #StrongerTogether #OneTribe 

Groundworks companies include these extraordinary brands:

https://www.groundworks.com/our-brands/