Software Support Technician

IT Service Desk Technician

We are seeking an IT Service Desk Technician to assist our customers and internal employees to provide Level 1 technical support, on hardware (computers, printers, plotters, etc.) and software (Windows 10/11, DAP [Design Access Program], Office 365, managing the Access Control system and managing licenses for other applications.

Core Duties

Answering calls from customers and internal employees:

• Assisting with the installation, operation, and troubleshooting of cutting plotters
• Provide end user training on basic use and functionality of plotter, XPEL DAP software and other common applications.
• Document and train on troubleshooting steps to resolve common errors.
• Works with the DAP team to conduct software testing prior to customer updates.

• Provide troubleshooting support via direct person-to-person support, chat room communication, and training sessions.
• Provide Tier 1 Tech Support to: Hardware (Laptops, Tablets, Printers, Plotters and Cell phones) and Software (MS Office, XPEL DAP Software, MS Edge and others).
• Create and Delete new Active Directory Accounts
• Create, and Delete New O365 Accounts
• Manage permissions in Active Directory
• Manage Software Licenses.
• Manage IT Procurement for Laptops, Dock Stations, keyboards, mouse, printers and Software.
• Manage Access Control System: Add and Remove Badges and provide door access.
• Maintain clear communication with customers and team members to ensure all issues are thoroughly resolved with a focus on customer satisfaction.
• Consistently follow documented processes and procedures.
• Create thorough resolution documentation based on XPEL procedures.
• Participate in pre-release testing for new products when appropriate.
• Provide feedback to other departments to continue to improve our products and services.
• Perform other duties as assigned.

Job Requirements

Education:

• Associate degree in Computer Science or business-related field

Experience:

• Minimum of 4 years in Helpdesk Support Tier 1 Hardware and Software
• Minimum of 2 years in O365.
• Minimum of 3 years in Windows 10/11
• Maintenance support to Plotters is a plus.

Minimum Knowledge and Skills:

• Strong communication skills
• Must be Solution Oriented, organized, self-motivated, work well independently and on a team.
• Must have good written and verbal communication skills.
• Must have good critical thinking and problem-solving skills.

Languages Required:

• English is a must.

Travel requirements: 10% of the time.

XPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.