Help Desk Technician - Austin

JOB SUMMARY

The Help Desk Technician is responsible for desktop, laptop, hardware, and software support along with additional technology support when needed.  This position includes receiving, prioritizing, documenting, and actively resolving end user help requests.

CORE RESPONSIBILITIES

1. Field incoming help requests from end users via telephone, email, and help desk support portal in a courteous manner.
2. Apply diagnostic utilities and access software updates, drivers, knowledge bases and frequently asked questions resources to troubleshoot and diagnose tier 1 hardware, software, and local area network (LAN)/wide area network (WAN) problems.
3. Maintain training on the company’s software and hardware components.
4. Provide help desk support for company employees including setting up new workstations and user accounts, installing programs, troubleshooting and system maintenance.
5. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue in the ticketing system.
6. Build rapport and elicit problem details from help desk customers.
7. Prioritize and schedule problem resolution, escalating, when necessary, to the appropriately experienced technician.
8. Drive company vehicle to worksites.
9. Perform hands-on fixes, including installing and upgrading software, installing hardware, and configuring systems and applications.
10. Install company-approved software.
11. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
12. Test fixes to ensure problem has been adequately resolved.
13. Conduct post-resolution follow-ups to help requests.
14. Develop help sheets and frequently asked questions lists for end users
15. Setup and deploy cell phones.
16. Participate in weekend and evening support rotations.
17. Other duties as assigned.

REQUIRED SKILLS & QUALIFICATIONS

• High school diploma
• At least one year of experience working in a technical support or help desk position 
• Basic computer networking troubleshooting skills
• An understanding of ticketing systems and their use in a help desk environment
• Familiarity with supporting and troubleshooting printers, scanners, and fax machines
• Ability to work independently
• Ability to participate in on-call rotation after hours and weekends
• Excellent written and verbal communication skills in English
• Must exhibit a professional demeanor in person and on the phone
• Excellent customer service skills

PREFERRED SKILLS & QUALIFICATIONS

• Microsoft Certified Desktop Support Technician (MCDST) certification

REQUIRED LICENSES & CERTIFICATIONS

• Valid Texas Class C Driver’s License
• Safe driving for the last three years