Technical Support Specialist - Audio Visual Equipment
On-site · San Antonio, Texas, United States
Job Summary
The IT Service Desk Analyst role at Drax focuses on delivering high-quality technical support for IT services, resolving incidents per SLAs, handling service requests promptly, and collaborating with internal IT teams and suppliers to ensure availability and performance of the application landscape. The role emphasizes customer-first support, clear documentation of technical concepts, and ongoing service improvement, with flexibility to work outside core hours. The position requires proficiency with Windows 10/11, hardware, networking concepts (LAN/WAN), VoIP/SIP telephony, Autopilot, SCCM, antivirus/encryption technologies, ITIL v3 knowledge, and strong communication to manage customer expectations.
Required Qualifications
- Proficient in desktop/laptop hardware, network configurations, and MS Office Suite
- Experience with Windows 10/11 and telephony technologies (VoIP, SIP)
- Knowledgeable in Autopilot, SCCM, and antivirus/encryption technologies
- Strong interest in LAN/WAN networking and skilled in hardware installation
- Flexible to work outside core hours as needed
- Committed to a customer-first support approach
- Capable of clearly documenting technical concepts for customer understanding
- Driven, detail-oriented, and skilled in managing customer expectations
- Understanding of ITIL principles (ITIL v3) and experience in continuous service improvement
- Knowledge of root cause analysis is a plus
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