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Help Desk Engineer

Location: Austin, TX

Post Date: 08/08/2018

We are looking for an excited, goals driven, enthusiastic Lead Help Desk Engineer. This position will be directly responsible for creating a fun & excellent customer service experience for our employees and customers. We offer an environment for our employees to contribute and further their career by providing continued training on the latest products and services in the industry.

The Remote Helpdesk Support Team provides technical support to employees at multiple sites via telephone, in person and through remote dial-up via helpdesk support software. The Helpdesk Support Specialist troubleshoots hardware and software applications, installs and upgrades software applications, and repairs a wide variety of computer/VoIP related applications. Must possess excellent communication and technical troubleshooting skills. This individual should be organized, reliable and able to multi-task and prioritize issues and possess a professional demeanor. This individual must be able to communicate concisely and clearly to a varied user base.

Duties & Skills Required:

  • Receive technical support requests via telephone and email.

  • Troubleshoot desktop hardware and application software issues

  • Software installation and support of commercial software and related upgrades

  • Update solutions database with applicable resolutions

  • Problem solving, hardware/software installation and configuration based on computing standards, and client support for all network and desktop

  • Monitors and enforces all IT policies and procedures

  • Assist with setting up new users in Active Directory

  • Installs and configures computers, monitors, network infrastructure and peripherals such as printers, scanners, and related hardware

  • Maintains, upgrades and repairs PCs/laptops and Window desktop applications for all systems

  • Keep abreast of current technology through self-study

  • Minimal travel required

Technical Skills:

Proficient use and troubleshooting skills in the following areas:

  • Windows 7 and Windows 10

  • MS Office including Visio

  • Microsoft Active Directory

  • Sophos

  • Aruba

  • Datto

  • Mobile Devices

  • Local / Network Printer Support

  • Remote Access (VPN) Troubleshooting

  • Internet Explorer & Firefox

  • Understanding of current network protocols and troubleshooting

  • Telecommunications

  • VoIP telephones

  • Polycom VoIP Handsets

Experience with the following is a plus:

  • Server Operating Systems

  • VMware Server or Workstation

  • Sophos

  • Datto

  • Aruba

  • Kaseya

  • Helpdesk work flow and escalation procedures

Education & Experience:

  • BS degree in Computer Science, Information Technology or equivalent experience

  • Certifications Desired: A+, Microsoft MCP, CCNA

  • Minimum of two (2) years of experience in information technology or a related field and two (2) years of general computer installation, maintenance and repair experience; or, an equivalent combination of education and experience sufficient to successfully perform the duties of the job as listed above.

  • Proven expertise troubleshooting PCs in Windows architectures with proven familiarity with Active Directory

  • Experience using helpdesk tracking software

  • Ability to work effectively with minimal supervision

  • Good interpersonal skills

  • Demonstrated ability to work with a multi-location office with a varied user base.

  • Self-managed, highly motivated and have a strong drive for results

  • Demonstrated accuracy and attention to detail is critical

  • Must be available to be on-call occasionally

  • Must be able to multi-task and deal well with competing priorities

  • Must be able to travel locally

  • Occasionally required to work off hours and/or weekends

  • Must have valid driver’s license and vehicle with clean driving record.

  • Candidates must be legally authorized to work in the U.S. without sponsorship now and in the future


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