Senior IT Support Specialist - Green Brick Partners

Position Purpose: The Senior IT Support Specialist must believe in, practice and initiate all Green Brick Partners values set forth in an acronym we call HOME. They must be Honest, Objective, Mature and Efficient in how he or she approaches their role at Green Brick Partners.

To provide the IT support and resources needed to enable our customers to succeed.

· Take ownership of customer issues reported and see problems through to resolution

· Research, diagnose, troubleshoot and identify solutions to resolve customer issues

· Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

· Provide prompt and accurate feedback to customers

· Ensure proper recording and closure of all issues

· Install and configure computer hardware, software, systems, networks, printers, scanners, and other IT related equipment

· Assist in planning and undertaking scheduled maintenance upgrades

· Set up accounts for customers

· Talk to clients and computer users to determine the nature of any problems they encounter

· Investigate, diagnose and resolve computer software and hardware problems

· Repair equipment and replace parts

· Maintain an accurate asset inventory of IT equipment

· Manage stocks of equipment, consumables and other supplies

· Minimal on-call/afterhours work may be required

· Any and all additional IT related tasks as assigned

Supervision of Others: No

Authority/Budget/Decision Making/Discretion & Independent Judgement Ability: Employee will be in a position to make strategic decisions in regards to setup, implementation, configuration, administration, and overall health of the entire IT infrastructure. Position will also have buying power in regards to hardware, software, and services to maintain the infrastructure. Superior discretion and independent judgement are required.

Physical Requirements: Must be able to lift 50 lbs

Location: Plano, TX / Remote site in DFW Metro

Education: Degree in IT related field or equivalent work experience. Certifications a PLUS

Experience: Minimum three years’ experience in an IT support role

Required Competencies:

· At least three years experience as an IT Endpoint Computer Technician or IT Service Desk Agent.

· EXCELLENT customer service skills

· Solid knowledge and experience with various technology stacks including Microsoft Windows 11, MS Edge, MS Active Directory, MS Office 365(Outlook, Word, Excel, PowerPoint, TEAMS etc.), Google Chrome, Azure Active Directory, Cloud Storage (One Drive, Egnyte, Box, etc.)

· Familiarity with enterprise service desk software usage

· Basic understanding of the TCP/IP protocol suite

· Excellent written/verbal communication skills

· Produce timely, clear, accurate, and thorough written documentation for all tickets assigned.

· Create knowledgebase articles when appropriate for tasks, procedures, and remediation of incidents.

· Solid understanding of ITIL practices (IT Service Management, Incident Management, Problem Management, Change Management)

· Ability to re­prioritizes when new issues arise, to ensure a timely response

· Familiarity with and a natural curiosity for emerging technologies

· Understanding business practices, approaches, organization, and culture

· Manage projects; plan and prioritize work assignments

· Adaptable to changing circumstances

Preferred Competencies:

· Basic PowerShell scripting

· Project Management experience

· Current CompTIA A+ certification

Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.