Position Summary: The position is primarily responsible for face-to-face and remote technical support of Black Box employees using desktops and laptops in a Windows server, Windows laptop and Windows workstation environment and act as SMART Hands performing Data centers related activities. In this position you will be required to manage the daily activities making sound judgments that are required to deliver optimal service to our end users must possess a strong sense of ownership, a hunger to succeed, exceptional skills and relevant experience as well as an ability and willingness to learn fast with an amazing attitude Position Details: + Hourly position based upon experience & skill level + Contract with possible contract extension or hire + Standard work hours: Mon-Fri 8:00am-5:00pm + Location: Onsite - 2701 Dallas Pkwy Suite # 510 Plano, TX 75093 (Attendance in office is mandatory) Job Responsibilities: + Configure, test, and deploy laptop and workstation hardware and software to users both locally and remotely + Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers + Diagnose and resolves problems related to the operation of PCs on the network + Troubleshoot and repair break/fix issues + Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts + SMART HANDS to take direction and perform Data Center related activities e.g. physical connectivity and cabling, coordinate with the Infrastructure teams regarding compute, storage, backup and networking activities on an as needed basis. Travel to the data center in Pittsburgh when needed is a requirement + Provide solutions to user issues by identifying problems, researching answers, and helping to implement + Train users in basic problem resolution and understanding of how to make efficient use of their PCs + Respond to user requests and service issues in a timely and professional manner + Provide support via phone and using remote support software + Create, monitor, update, and close tickets using Service Now ticketing system + Adhere to Black Box corporate, technology and security policies at all times while performing daily functions + Remain current on technical and operational details concerning PC products and support Personal Qualifications + Degree and/or technical education in Information Technology or related field along with 10+ Years of relevant hands on experience in an end user and customer focused networked PC environment + Industry-specific certifications such as A+, Microsoft and ITIL are a plus but not required. + Comfortable working independently in a fast-paced office setting while supporting a wide variety of job roles. + Proficient in time-management and the ability to multitask and prioritize daily support requests and projects. + Ability to diagnose, isolate and troubleshoot computer physical hardware and software components both remotely and locally. + Exhibit professional attitude and appearance with excellent verbal, interpersonal and communication skills. + Self-motivated, enthusiastic, solid problem-solving skills, detail oriented, willing to learn and a desire to succeed. Technical Qualifications + Extensive experience with Win10/11 OS – Control panel, System settings, networking, device manager + Microsoft Outlook, Word, Excel + Cisco AnyConnect or experience with VPN client technologies + Cisco Web-Ex + Experience with endpoint security tools, ex: CrowdStrike Falcon, Cisco Umbrella, Cisco Anti-Malware protection + Microsoft email and Outlook on an Hybrid O365 Environment – OST/PST, Email Profiles, Shared Folders, Archives, Add-on’s and Webmail + Networking – Exposure and knowledge of networking protocols and components - TcpIP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic’s. + Active Directory Password resets and User properties. + Working knowledge of WebEx audio/video conferencing systems + Understanding and prior experience working on the physical setup of a Data center + Laptop backup – Black Box uses NovaStor Tools Knowledge – Required: + Remote access support tools – Must have + Specifically Bomgar - Good to Have + Ticketing System – Must Have + Specifically Service Now – Good to have + Virtual Private Network – Must have + Specifically Cisco AnyConnect – Good to have + Endpoint Security management – Must have + Specifically Cisco AMP-Umbrella and CrowdStrike Falcon – Good to have + Software Push – Must have + Specifically Manage Engine – Good to have. Preferred: + Asset Management + Data recovery tools + Disk Encryption + Citrix virtual apps desktop and Citrix Workspace + Laptop/Workstation imaging technologies + Manage Engine Endpoint Central Supervisory Responsibility: + This position has no direct reports This job description is designed to cover or contain a comprehensive listing of activities, duties, and responsibilities that are required of the employee; it is not meant to be all-inclusive for any one position. Job responsibilities and requirements are subject to change at any time due to business conditions or any other reason. About Us: Black Box Network Services is a leading technology solutions provider dedicated to helping customers design, deploy and manage their IT infrastructure. We deliver high-value products and services through our global presence and 3,000 team members. What’s in it for You at Black Box Network Services? Black Box provides challenging work that creates advancement opportunities within the organization for those demonstrating desire and aptitude through their achievements. We have no shortage of opportunities. If you are looking for a business that allows for individual reward and growth, we are the place for you! Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs. Visit blackbox.com to learn more. #LI-NB1