System Support Specialist - Best Flow : Job Details

Company Information: Wilks Brothers, LLC is a multifaceted, family-based partnership headquartered in Cisco, Texas with employees working in offices in Cisco, Willow Park, Fort Worth, Houston, and beyond. We invest in relationships and recognize the value in people, communities, and businesses. Our customers are not a number; they are a name, a family member, a friend. In the good times and in difficult times we treat them all equally - exactly how we want to be treated. We believe that business is not just about profit - it is personal too. At Wilks Brothers, we respect the people that make our business grow: our employees and our customers. Our goal is to develop mutually beneficial partnerships utilizing our core values of: Faith, Integrity, Team, Growth and Loyalty. Website: www.wilksbrothers.com Position Summary: The Systems Support Specialist Provides first-line technical support to end-users across all business units via phone, email, or ticketing system. Responsible for resolving hardware, software, mobile device, and peripheral issues, as well as maintaining and upgrading in-house systems to ensure optimal performance. Delivers remote and onsite support, training, and documentation to enhance IT operations. Communicates service outages, contributes to incident prevention, maintains knowledge bases, and supports ITSM tools. Collaborates in a team environment and participates in a rotating after-hours support schedule. This position will be on-site 5 days a week at Cisco, Texas office location. Key Roles / Responsibilities:

• Triage and resolve incoming IT Support requests ensuring issues are addressed promptly and effectively.
• Respond to and escalate complex issues to appropriate IT teams or external vendors, ensuring all relevant information is communicated clearly.
• Schedule and organize individual daily work assignments
• Conducts customer/user satisfaction call - back and close incidents and requests.
• Develop and recommend procedures and controls for incident, request and problem resolutions.
• Drive continuous process improvements.
• Create and update documentation for knowledge base.
• Participate as a project team resource on approved IT projects as assigned. Day trips and some over night travel may be required both within city and out of state.
• Monitor IT systems and infrastructure for performance issues, security breaches, and other potential problems, taking proactive steps to prevent disruptions.
• Perform routine maintenance on IT systems, including installing updates, patches, and security fixes to ensure optimal performance and security.

Required Education, Experience, and Qualifications:

• Bachelor's Degree in a computer related field or equivalent work experience preferred.
• Industry standard certifications (A+, Network+, MCITP, CCNA, ITILv3) preferred.
• Excellent analytical, critical-thinking and decision-making skills.
• Excellent organizational, group and facilitation skills.
• Excellent written documentation and verbal communication skills, phone etiquette.
• Ability to create new solutions to solve business and operational problems.
• Ability to clearly manage expectations, organize meeting schedules and deliverables working alone or as part of a larger Project Team.
• Sensitivity to confidential information.
• Working knowledge of computer hardware, mobile devices.
• Working knowledge of current Windows 11 Operating System.
• Working knowledge of current Microsoft products. (O365, M365 Admin Center, Intune, Entra)
• Working knowledge Apple products. (Mac, iOS, Apple Business Manager)
• Contribute to remote work and resolution with teammates at other work sites during low activity points.
• Must be customer-focused, work well in a team - oriented environment, and provide quality service for the business client. Must pay very close attention to detail.
• Must be available to support 24/7 environment and participate in on - call rotation for after- hours support.
• Position will require a minimum of 40 hours per week unless otherwise directed by supervisor.

Working Conditions:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Positions self to install equipment, including under desks.
• Moves throughout the building to access files.
• Must be able to comprehend and follow written and oral instructions.
• Must be able to complete tasks even with frequent interruptions.
• Must be able to use discretion and independent judgment as needed.
• Must be able to speak clearly on the phone and to fellow workers.

Benefits:

• Competitive Compensation Package
• Medical + Dental + Vision Coverage
• 401K + Company Match
• Life Insurance + Long Term Disability Coverage - 100% Company Paid
• Health Savings Account (HSA)
• Gym Reimbursement Program
• Tuition Reimbursement Program
• Wellness Check Program - Insurance Premium Discounts
• Life Assistance Resources
• Paid Holidays
• Paid Time Off (PTO)

This job description should not be interpreted as an exhaustive list of responsibilities or as an employment agreement between the employer and the employee. The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification and are subject to change as the needs of the employer and requirements of the job change. Any essential functions of this position will be evaluated as necessary should an employee/applicant be unable to perform the functions or requirements due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the employee/applicant when possible. #WILKSBROTHERS #ONSITE Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.