We’re seeking an IT Support Specialist for our client in Austin to provide world-class service to their employees across all locations.
In this role, you’ll drive employee productivity by equipping and supporting the company's technology and IT Operations. As an integral member of the IT team, you’ll resolve issues, answer questions, provide laptop support, provision new computers, and assist with company-wide IT initiatives.
Successful candidates are eager to learn, share knowledge, self-manage manage, and execute on their incident-handling processes to keep their IT services running optimally for their users.
Solid technical, analytical, and troubleshooting skills are required to thrive in their hyper-growth SaaS environment.
Responsibilities :
- Understands all aspects of end-user support and technical / functional capabilities.
- Manages tasks and projects in a fast-paced operations environment, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution.
- Manages own queue of tickets according to SLAs and agreed procedures.
- Perform tasks related to the day-to-day operations of several large implemented enterprise business systems, including operation, training, troubleshooting, diagnosing, and supporting these systems (Google Workplace, Windows, Mac OS, Slack, etc.).
- Supports office AV events by providing and supporting technical solutions.
- Actively transfers knowledge throughout the organization, participates in knowledge-sharing projects to develop best practices, conducts technology / application deep dive sessions, and mentors junior staff and new hires.
- Fully supports compliance requirements such as MDM enrollments, physical hardware handling procedures, and ensuring work is documented by tickets.
- Continuously strives to improve their service offering for end users, assisting with improvement and education in a specialized focus area that shifts quarterly.
- Increase personal technical knowledge through development time, focusing on system features and identifying opportunities to add value to the business.
Requirements :
- Minimum of 3 years experience in an IT support role.
- Experience with managing incidents, requests, and problems according to an ITIL / ITSM framework.
- Demonstrated experience supporting devices and peripherals running on Windows, OSX, Android, and iOS.
- Hands-on experience with IT systems such as Active Directory, Okta, Google Workspace, Zoom, Slack, and related technologies with an understanding of computer networks (LAN / WAN / wireless / VPN).
- Strong customer service attitude and a genuine desire to help others.
- The ability to collaborate cross-departmentally to help identify trends and areas of potential improvement in IT services offered to the business.
- Strong attention to detail and a high degree of self-motivation and task management skills.
- Associate’s or Bachelor's Degree in Computer Science, MIS, IT or related discipline or equivalent experience.
- Thoughtful communicator with excellent verbal and written communication skills.
- Must be able to lift at least 25 lbs and read a 24 monitor at a resolution of 1920x1080.
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