IT Engineer I

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank's managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve their technology performance and allow them to focus on their core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

The IT Engineer I will provide first-line support and manage the IT support queue, ensuring that day-to-day tasks and requests are addressed in a timely and efficient manner. This role will involve responding to IT service requests, onboarding new hires, processing terminations, managing access

requests, and performing basic troubleshooting of end-user systems and devices.

This role is hands-on and will involve daily interaction with internal systems, desktops, laptops, and other end-user devices. The primary responsibilities will include providing timely and effective support, maintaining IT systems, and ensuring that IT-related issues are resolved efficiently to meet service level agreements (SLAs) and maximize user productivity.

Key Responsibilities

• Manage and monitor the IT support queue, ensuring all tickets are prioritized and resolved according to SLAs.
• Handle basic troubleshooting for hardware, software, and network issues.
• Onboard new employees, providing them with the necessary IT equipment, software, and access.
• Offboard employees by managing account deactivations, returning IT assets, and ensuring security compliance during the termination process.
• Administer user access requests (e.g., password resets, account creation, access control) across various platforms and systems.
• Provide end-user support for common issues (e.g., printer setups, network connectivity, and software installations).
• Maintain documentation of common IT procedures, troubleshooting steps, and solutions.
• Escalate more complex issues to higher-tier engineers as needed.

Qualifications

• 1-2 years of experience in IT support or a technical service role.
• Familiarity with basic networking concepts, common software applications, and hardware troubleshooting.
• Experience with Windows and MacOS operating systems.
• Strong communication skills and ability to explain technical issues in non-technical terms
• Basic understanding of IT service management principles (e.g., ITIL).

Benefits

• Health, Vision and Dental Insurance Packages
• Short-Term and Long-Term Disability?Insurance
• Life Insurance
• 401k with company match
• Paid Time Off and Paid Holidays
• Tuition and Certification Reimbursement