IT Support Technician

About the role

The Parry Labs IT Team is seeking an IT Support Technician to provide technical support for business users, services, and systems in our Dallas, TX office. This is a temporary (6) six-month role.

Duties & Responsibilities

• Provide level-1 IT support to users at all Parry Labs locations.
• Monitor and respond to helpdesk incidents and requests across multiple support channels (i.e. email, self-service, phone, and walk-ups).
• Triage and troubleshoot issues, replace parts, perform system upgrades, and basic deployments.
• Setup and install workstation hardware, peripherals, and software for end-users.
• Grant access and assist with password resets to applications and systems as appropriate.
• Provide remote end-users support to employees at other locations.
• Troubleshoot connectivity issues (i.e. site internet, VPN, access to O365).
• Troubleshoot hardware and software issues.
• Setup and support voice and printing services for end users.
• Collaborate with IT team members on high-severity incidents, IT and business projects, and scheduled maintenance.
• Collaborate with Cybersecurity team members to help provide on-site response to resolve and remediate security vulnerabilities.
• Create knowledge (how-to) articles to assist with level-0 support deflection and self-service.
• Interact with end-users, leadership, and third-party contractors.
• Other duties as assigned.

Required Qualifications

• Associate's degree in STEM field with 3+ years related experience or High School Diploma/GED with 5+ years of experience as a help desk technician or other IT customer support role.
• US Citizen with ability to obtain and maintain a security clearance.
• Relevant IT certifications (i.e. A+, Network+, Security+, Cloud+, MS 365 Fundamentals, ITIL).
• Experience with Microsoft Technology Stack (Windows, AD, O365, Intune, Sharepoint).
• Hands-on experience supporting a large end-user community, laptops, desktops, access management, and collaboration tools.
• Good understanding of computer systems, mobile devices, and other tech products.
• Experience with Windows 10/11.
• Excellent communication and customer support skills.