IT Support Technician II

Join our Helen of Troy Family! We have an immediate opening for a IT Support Technician II at our Corporate Headquarters in El Paso, TX.
What You’ll Be Doing:
Reporting to the Global Technical Infrastructure Director, IT Support Technician II is directly responsible for:
Provides end-users, local and remote, technical support of desktop and laptop hardware
and software. Researches, analyzes, and diagnoses problems with client systems including
PC hardware and software, servers, peripheral equipment, and networks.
Installs, configures, upgrades, and troubleshoots computer software and hardware, including PC and Mac workstations, servers and peripherals, and network and voice
cabling. Assists in managing regularly used servers and services including e-mail, print and
back-up servers, and their associated operating systems and software.
Creates and maintains user accounts, passwords, groups, mail aliases, and other system
and network files.
Supports, maintains, administers, and troubleshoots network WAN and VPN connectivity.
Identifies and implements technologies and methods of using existing software to help
users work more efficiently.
Initiates and/or has field contact with vendor support to resolve technical problems or
make improvements with desktop computing equipment and software, servers, and
software. Provides regular business hour, after hour, and weekend/holiday on-call support
for all systems.
Infrastructure support to include: building and installing cables; running plant cabling; researching, learning, and evaluating new software; and documenting systems.
Provides routine maintenance to include: installing and configuring new computers and
telephones; repairing and upgrading PC and Mac hardware and software; troubleshooting
printers, scanners, and copiers; maintains inventory of equipment and supplies; schedules
regularly for server upgrades; and provides day-to-day operation of back-up systems
including rotation of back-up tapes.
Supports end-user issues such as: diagnosing hardware and software problems, training
faculty and staff, and using IT support request system to document, prioritize, and track
requests.
Requirements for Consideration:
High School Diploma or General Equivalency Diploma and specialized or technical training OR 2 years related experience equivalent to specialized or technical training.
Minimum of 2 years of experience required.
Experience supporting remote users and offices.
Experience in troubleshooting and repairing computer hardware. Experience in a Citrix/Terminal server environment preferred.
CompTIA A+ and Network+ certifications required.
Excellent oral and written English communication skills.
Good multi-tasking and teamwork skills.
Working knowledge of computer and printer hardware.
In-depth knowledge of Microsoft Office Outlook, Excel, Word, PowerPoint, Visio, SharePoint (MOSS), etc.
Strong analytical and problem solving skills required.
Ability to train, coach, and present information to users at all levels.
Customer service oriented.
Helen of Troy is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
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The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Management retains the right to add or to change duties, education/experience/skills requirement of the position at any time.