Tier I, IT Support Specialist

Kainos Technologies is a growing Technology Service Provider responsible for designing, installing, and supporting the networks, computing systems, VoIP, and security associated with our client’s business operations throughout the state of Texas.

Our combination of industry-leading technologies, professional-grade quality, and outstanding service makes Kainos a leader in our industry.

We pride ourselves on a culture that encourages our employees to learn, build real working systems, and tackle exciting challenges every day.

We’re seeking to expand our existing Waco team with a Tier I, IT Support Specialist.

This is a highly important, client-facing role for a skilled IT generalist.

Our ideal candidate possesses the deep understanding and broad experience necessary to provide regional support for our client’s end-users.

Responsibilities:

Provide support to Kainos clients who require assistance with their technology resources install and configure network switches, computers, VoIP phones, and other common devices for new and existing clients Interface with management, fellow peers, and customers on a daily basis Develop instructional documentation and convey technical information that can be understood by non-technical clients Provide after-hours or weekend support when necessary to perform high-risk or planned downtime of client IT systems for upgrades and maintenance
– rare but sometimes required Update internal documentation on client configuration and standard system builds Provide support for the installation, maintenance, and troubleshooting of wireless networks Accurately record and track all incoming incidents with the appropriate priority, category and incident summary details using Zendesk ticketing system

Qualifications & Requirements:

Higher-level knowledge of Microsoft technologies (Windows 10, Server 2016 & 2019) Linux command line and IP network knowledge a plus Ability to address technical issues promptly, effectively and independently Acute attention to detail Ability to make effective decisions in both routine and crisis situations Previous experience developing and documenting efficient work processes Ability to adjust to priority shifts throughout a given day based on urgency Experience working with ticketing systems like Zendesk or similar Must have a working cell phone with a data plan.

Kainos to provide mobile phone stipend Two years’ support experience in the IT field Excellent verbal, written communication, and customer service skills

Additional Physical/Personal Requirements:
Ability to lift 50 pounds for duties such as delivering computers, unpacking and rack-mounting equipment A positive, upbeat attitude with a desire to deliver impeccable customer service Associate’s or Bachelor’s degree in IT or related field preferred but not required General Must have current driver’s license Must be able to pass a drug test Must be able to pass a criminal background check for Texas Private Security related work

Benefits:

Competitive salary Paid employee monthly contribution towards Medical Cost Sharing Community Employer-paid 100% contribution with locally established Directed Primary Care provider 12 vacation days plus 9 statutory holidays Retirement savings with matching Professional development assistance A great place to work!