Job Description
Position Summary: This Helpdesk Technician role is the primary support person supporting TWFG’s continued growth by onboarding acquisitions into the company’s Microsoft Intune environment and other processes. This role will also be part of a three-member help desk support team providing technical support and troubleshooting services to internal users across TWFG’s U.S., Philippines, and India locations. The successful candidate will work within the help desk team based in The Woodlands, TX, and participate in a rotating support schedule covering business hours from 7:30 AM to 5:30 PM. Responsibilities include resolving issues related to desktops, laptops, email, software, printers, conference room technology, and network connectivity. This is a hands-on IT support position in a dynamic and fast-paced environment, requiring both in-person and remote assistance capabilities.
The help desk technician will need to manage their ticket queue to meet ticket SLAs and effectively communicate with end users and customers as they work through incidents and requests. When needed, they will escalate to and work with the help desk supervisor and senior infrastructure staff to resolve more complicated issues.
Must have good customer service skills and work well with other team members and other teams.
Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
· Provisioning new laptops and desktops.
· Troubleshooting PC issues both hardware and software related.
· Troubleshooting PC peripherals.
· Active Directory User creation and administration.
· O365 / Azure AD user administration including the following:
o Licensing
o Email / Teams
o MFA
· Phone system administration.
· Documentation and asset tracking
· Participate in 24x7 on-call support rotation.
· Participates in Disaster Recovery exercises, supports testing and failovers to achieve set objectives and records findings to strengthen TWFG’s DR Plan.
· Other duties as assigned.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
§ A minimum of 3 years of relevant experience
§ Hands-on experience in a technical support role that includes desktop PC support responsibilities.
§ Hands-on experience in Microsoft Azure, Active Directory
§ Show basic competency in troubleshooting desktop device faults, connectivity issues, and application issues in a Microsoft Windows / Azure cloud environment.
§ Excellent verbal and written communication skills.
§ Ability to work well independently and with others.
§ Ability to technically evaluate current technologies & provide recommendations.
§ Ability to work under varying levels of supervision depending on the end-users needs.
§ Familiarity with ITIL
Competencies: To perform the job successfully, an individual should demonstrate the following.
Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
Customer Service - Manages difficult or emotional situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests.
Use of Technology - Demonstrates required skills; adapts to modern technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.
Company DescriptionThe Woodlands Financial Group (TWFG) is a national, public organization headquartered in The Woodlands, Texas with over 300 retail offices in 16 states, and 2200 wholesale independent agents in 38 states.
The Woodlands Financial Group (TWFG) is a national, public organization headquartered in The Woodlands, Texas with over 300 retail offices in 16 states, and 2200 wholesale independent agents in 38 states.
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