Associate It Support Technician

The Associate IT Support Technician will provide support and analysis of business, processes, and management problems in terms of system and customer-department requirements and acts to remediate issues at the customer point of use.
Essential Job Functions:
Assists customers and customer departments support personnel in resolving assigned hardware, software, integration, and operating system-level problems in the desktop, mobile computing and network environments.
Identifies problems, applies optimum solutions and communicates the resolutions
Owns assigned issues, maintains complete, accurate, and up-to-date incident tracking information, escalates to appropriate support departments and follows up with departments.
Offer support for computer related question over the phone.
Excellent Telephone Skills and Interpersonal skills
The Mobile Device Services agent will exhibit excellent telephone skills, and excellent interpersonal skills, by listening to the customer, allowing the customer to explain an issue, exhibiting courtesy at all times, and understanding tried and true methods of resolving an issue.
The Mobile device Services agent will assist clients by exhibiting troubleshooting skills and exhausting all available resources to assist with all Mobile device related questions.
The Mobile Device Services agent also will great each customer in person and provide a one-stop resolution as deemed necessary.
The Mobile device Services group is also responsible for deploying and receiving Mobile devices for secure international travel.
The Mobile device service agent will support international travels during their trip abroad to assure connectivity.
Problem Solving
The Mobile Device Services agent also will great each customer in person and provide a one-stop resolution as deemed necessary.
The Mobile Device Services agent will assist with Pagers, Mobile Phones, Secure USB's, iPads, and Laptops.
The Mobile Device Services agent will be results driven and will be able to overcome obstacles to meet the goals of the institution.
Through effective troubleshooting, probing questions, and an awareness of institutional practices and guidelines, the Mobile Device Services agent will achieve positive results.
Continued Education and Learning
The Mobile Services agent will attend regularly scheduled Knowledge Transfer Sessions, where they will be expected to interact, share knowledge, and enhance their own knowledge of the Mobile Device Services by putting ideas into use.
Will be required to attend training classes in classroom and on-line to improve learned skills.
Team with Others
Encourage collaboration and input from all team members.
Value the contributions of all team members; and balance individual and team goals.
The Mobile device Services agent will collaborate with various teams and people throughout the institution to resolve issues related to pagers, laptops, encrypted drives and phones.
he Mobile Device Services agent will work with individuals and departments across the institution to resolve issues that involve Mobile devices.
Other duties as assigned
Required Education:
High school diploma or equivalent.
Preferred Education:
Bachelor's Level Degree
Required Certification: None
Preferred Certification:
Preferred: CompTIA A+ Certification, Microsoft Certified Professional, Apple Certified Macintosh Technician
Required Experience:
No experience required.
Preferred Experience:
Six months or more practical experience with telephone and/or on-site based delivery of mainframe, microcomputer, and LAN support services, including problem analysis/resolution, and installation.
It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html
Additional Information

• Minimum Salary: US Dollar (USD) 47,500
• Work Location: Onsite
• Work Week: Days
• Employee Status: Regular
• Relocation Assistance Available?: No
• Referral Bonus Available?: No
• Maximum Salary : US Dollar (USD) 71,500
• FLSA: non-exempt and eligible for overtime pay
• Science Jobs: No
• Requisition ID: 159110
• Midpoint Salary: US Dollar (USD) 59,500
• Employment Status: Full-Time
• Pivotal Position: No
• Fund Type: Hard

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