Job #: 2068
Title: Desktop Support – Austin, TX
This position is for a developing professional individual contributor in Information Technology, who works under moderate supervision. Provides support to end users across multiple operating companies; by installing/assisting with the operation of their workstations, business applications, and related equipment. May manage staffs performance and, quality of service provided.
• Performs installations, trains, maintenance, troubleshoots and repairs of all OpCo desktop hardware/software technologies.
Performs activations and supports Blackberry devices.
Assists with setup, and operation of audio visual hardware as; required by end user.
Determines appropriate hardware/software based on corporate policy and end user requirements.
Responds to incidents within SLA, or within a timely manner; with appropriate level of urgency, and follows up with customers on all issues.
Escalates incident, and questions to appropriate support groups.
Supports events, such as infrastructure changes, software releases and BCP etc.
Provides timely updates to Management about service issues, when appropriate.
Disconnects, moves and reconnects desktop technology hardware for single user, multi-user and office moves.
Assists administration and maintenance of non-desktop Technology Infrastructure component’s at the request of other Service Towers.
May assist with, installations, maintenance, troubleshooting and repairs of Office Telephony Systems.
Uses corporate Incident Management System to record and track all support work.
Maintains accurate hardware and software record using, Corporate Asset Management System for all corporate assets.
Performs time tracking tasks, as required.
May assist with the procurement of hardware and software.
Supports team’s abilities and functions through positive customer relations.
Contributes to, improvement/enhancement of processes and procedures.
Gains additional knowledge, and stays abreast of current technologies; through employee and company sponsored training, periodicals, and regular interaction with other team members.
Performs related duties as assigned by management.
Kick off call:
Customer service skills need to be really strong
Travel between multiple office locations in the Austin area
Contract to hire
Works in a team environment
Strong problem solving skills
Iphone/mac experience a plus
Must be ok with occasional OT/Weekend Work
Certifications are a plus
Scripting experience is a plus
Physical support role-not over the phone
200 plus colleagues