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Help Desk Level 1 Opening, Austin, TX

Location: Austin, TX

Post Date: 05/17/2022

95% Remote

Full-Time Permanent

JOB RESPONSIBILITIES:

  • Be the first level of support for all hardware, software, server and network related problems, onsite at designated client location.

PRIMARY DUTIES

  • Walk customer through problem-solving process

  • Maintain accurate and thorough entries of repair/maintenance work into the ticketing system.

  • Coordinate with other staff for the purpose of completing tickets efficiently and follow up with customer to ensure issue has been resolved.

  • Notifying proper management immediately of critical issues.

  • Escalate issues as needed.

  • Provide technical assistance and support for incoming tickets and issues related to computer systems, software, and hardware

  • Create and manage tickets for designated client.

  • Regularly discuss plans and ongoing issues with management at main office

ADDITIONAL DUTIES

  • Participates in on-call support coverage

  • Install, configure and upgrade computer hardware and software.

  • Diagnose, repair and maintain networks and software.

  • Work with and help coordinate service with outside vendors.

  • Perform preventative maintenance on client equipment.

  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

  • Maintain documentation of customer network in company documentation system.

  • Installation of a variety of equipment and supplies on location.

  • Perform other duties as assigned.

  • Overnight travel will be necessary at beginning for training.

QUALIFICATIONS:

  • Education/Certification: High school diploma or equivalent required. Additional education, equivalent job experience or certification in technology desired. Pay will be based on experience. Must be able to pass The State of Texas Private Security Board background check.

  • Technical Skills:

  • Knowledge of Microsoft Desktop Products

  • Basic knowledge of Windows Server Products

  • Knowledge of remote management of PC’s

  • Knowledge of PC hardware (laptops and desktops), printers, scanners, computer peripherals

  • Knowledge of Antivirus solutions

  • Knowledge of Backup solutions

  • Basic understanding of computer network systems and related components

  • Domain setup and maintenance

  • Router configuration

  • Basic knowledge of business software applications:

  • Microsoft Office Suite

  • Common Internet Browsers

  • Additional requirements:

  • Positive attitude

  • Excellent customer service skills, including communication, phone and writing skills

  • Strong organizational skills.

  • Ability to multitask

  • Ability to prioritize

  • Strong interest, desire to learn and willingness to take direction, specifically as it relates to Information Technology, Internet and Computer Network Systems

  • Flexibility and reliability in a work environment

  • Ability to lift and carry up to 50 lbs

  • Ability to work independently in solving problems

  • Ability to follow-through

  • Ability to work in a fast-paced environment with a wide variety of tasks.

  • Please note if you have any of the following:

  • Basic knowledge and use of monitoring and ticketing software

WORKING ENVIRONMENT

  • The Computer Technician job function requires the following physical demands:

  • Lifting

  • Carrying

  • Sitting for long periods


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