IT Support Technician
Sungrow · Houston, TX · 1 wk ago
Information TechnologyFull-time
Responsibilities
- Serve as the first point of contact for IT support requests via ticketing system, chat, phone, and email.
- Provide Tier 1 and Tier 2 technical support for Sungrow USA, including desktops, laptops, mobile devices, printers, and other IT equipment.
- Diagnose, troubleshoot, and resolve hardware and software issues promptly.
- Manage support tickets in ServiceNow, including ticket intake, assignment, escalation, and closure.
- Maintain hardware and software inventory, licensing, and asset records.
- Support and maintain user account information, access privileges, and security groups.
- Contribute to the development and implementation of IT policies, procedures, and best practices.
- Drive process improvements and automation, implementing ITIL-aligned best practices.
Qualifications
- 1+ years of IT support or service desk experience
- Proficient in Windows OS, Microsoft 365, and common business applications
- Experience with ServiceNow or similar ITSM/ticketing platforms
- Familiar with troubleshooting hardware for computers, mobile devices, printers, and barcode scanners
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
- Experience with user account management in Active Directory, Entra ID, Okta, or similar systems
- Excellent communication and interpersonal skills
- Ability to work under pressure and handle complex technical issues
Benefits
- Comprehensive benefits package including health, dental, vision, and retirement plans
- Competitive salary and annual bonus eligibility