Title: Help Desk 

Position Type: Full-Time  

Location: Austin, TX 

FLSA:  Hourly/Non-Exempt 

Department: Managed Services 

Reports to: Service Manager 

SUMMARY: 

A Help Desk member is responsible for maintaining client satisfaction through the effective dispatch of service tickets and by providing initial help desk support. Day-to-day activities will include answering incoming phone calls, monitoring service boards to triage tickets, and troubleshooting technical issues. 

JOB DUTIES, FUNCTIONS AND COMPENTENCIES: 

• Promptly answer incoming telephone calls to triage service tickets.  

• Communicate well with clients:  keep them informed of incident progress; notify them of impending changes or agreed outages; document all results. 

• Troubleshoot and resolve Tier 1 technical issues involving any of the following:  

• New PC deployments 

• Microsoft desktop OS  

• Microsoft Office suite  

• Mac OS 

• Anti-Virus, Malware   

• Peripherals – Monitors, printers, multi-function scanner/printers, mouse, keyboard 

• Password changes (multi-platform) 

• VPN and Remote Desktop  

• Wi-Fi and wireless connectivity  

• WAN and LAN connectivity (routers, firewalls, switching) 

• Active Directory requests (user creation and deactivation)  

• Business telecom  

• Line of Business application  

• Multi-Factor Authentication  

• Complete thorough documentation of ticket activities as they occur throughout the day  

• Assist with onsite client support as necessary. 

• Improve technical proficiency via courses, exams, certifications, and through developing greater expertise with the company’s specific technologies.   

OTHER DUTIES: 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.  

JOB QUALIFICATIONS/EDUCATION/EXPERIENCE REQUIREMENTS: 

• Job Qualifications:   

• Honest, dependable and full of integrity 

• Possesses a genuine desire to help others  

• Takes ownership of all tasks and commits to high quality results  

• Track record of self-improvement and continuous learning  

• Ability to seamlessly adapt to changes quickly  

• Great sense of humor 

• Excellent customer service skills: telephone skills, communication skills, soft skills, active listening 

• Typing, writing and presentations skills  

• Professional attitude and appearance  

• Positive attitude  

• Reliable and collaborates effectively in a team environment  

• Ability to maintain the highest levels of performance when working remotely  

• Experience Requirements: Minimum of 1 years of experience in IT administration, or 2 years of relevant customer service experience 

PHYSICAL DEMANDS/SAFETY REQUIREMENTS/WORKING CONDITIONS: 

Physical Demands: This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  Ability to lift up to 50 pounds may be expected in addition to sitting for a specific segment of time. 

Safety Requirements: Responsible to use appropriate procedures and techniques as required by the different projects and job duties. 

Working Conditions: Work is primarily in an office setting.   

Travel: Regular travel to client sites and other company locations is expected. Must have ability to drive company-owned or personal vehicle. 

MISSION/VALUES/BEHAVORIAL EXPECTATIONS: 

The person in this position is required to know and uphold the company’s mission and values, demonstrate the behavioral expectations of the organization as listed in the Personnel and Policies Handbook and demonstrate the ability to explain the specific application of the mission and values to this job. 

It is the responsibility of any individual or organization having access to the company systems and information to comply with the organization’s Information Security Policy, associated guidelines and procedures and to take adequate steps to safeguard the security of the systems and information to which they have access.     

Implementation and adherence to Information Security Policy is the responsibility of all company employees, partners, contractors and vendors working for the organization. It is important that every employee takes seriously, the use, protection and integrity of their own password/s or any other system passwords which they may be privy to from time to time and to encourage, guide and inform staff wherever possible for those who are responsible for the supervision of others.  

All employees, partners, contractors and vendors have a responsibility to report security incidents and breaches of this policy as quickly as possible to the Information Security Officer, or their Supervisor. This obligation also extends to any external organization contracted to support or access the Information Systems of the organization.