IT User Support Technician II (Hybrid in Austin, TX)
Full Time
Austin, TX 78759
Posted
Job description
Overview:
The IT User Support Technician II is responsible for providing user support for workstation, application, peripheral, hardware, and service
issues through telephone and email communication. This role will capture and satisfy user service requests, incidents, and problems as
the initial triage for the Joint Tech team. Additionally, as the first point of contact between our customers and Joint Tech, the User
Support Technician II will use their excellent technical and customer service skills, professionalism, and initiative to resolve issues and
questions quickly and efficiently.
As of Monday, June 10, 2019 all IT User Support Technician/s II will meet the following education, experience, and certification criteria:
All IT User Support Technician/s II hired prior to Monday; June 10, 2019 may be excluded from these requirements.
This position is considered Hybrid, which means that individuals in this position may work both at an approved Offsite location and
Onsite at a primary location or multiple locations based on Business Needs
Responsibilities:
issues through telephone and email communication. This role will capture and satisfy user service requests, incidents, and problems as
the initial triage for the Joint Tech team. Additionally, as the first point of contact between our customers and Joint Tech, the User
Support Technician II will use their excellent technical and customer service skills, professionalism, and initiative to resolve issues and
questions quickly and efficiently.
As of Monday, June 10, 2019 all IT User Support Technician/s II will meet the following education, experience, and certification criteria:
All IT User Support Technician/s II hired prior to Monday; June 10, 2019 may be excluded from these requirements.
This position is considered Hybrid, which means that individuals in this position may work both at an approved Offsite location and
Onsite at a primary location or multiple locations based on Business Needs
The User Support Technician II MUST:
Qualifications:
- Serve as primary point of contact for user’s who are contacting User Support via phone or email
- Identify, research, and resolve support tickets using User Support tools and processes
- Escalate issues if not able to resolve within departmental guidelines and processes
- Install, configure, and maintain computer equipment, peripherals and software for the user community
- Provide end user training and assistance where required.
- Help maintain and support client operating systems and end-user software, using remote administration tools.
- Support telecommunications including staging, building, programming, and deploying phones and supporting users.
- Support hardware deployment, including receiving, staging, imaging, and deploying workstations, printers, scanners, and
- Troubleshoot and resolve hardware and software problems on workstations and portable devices.
- Update end user accounts, including applying/updating permissions, and access rights in accordance with Joint Tech
- Disable account access as part of the off-boarding process
- Provide on-call after hours support on rotational schedule.
- Develop and document resolutions to common Help Desk issues and workflows and make recommendations for process
- Have the ability to troubleshoot technical issues related to PC hardware and ancillary hardware, Windows operating systems,
- Strong Customer Service skills
- Travel to other offices/sites/clinics to provide support as needed.
- Log all support issues accurately and in a timely fashion using departmental support tools and processes
- Provide excellent customer service, including taking ownership of site-wide IT related issues.
- Ensure all actions; job performance, personal conduct, and communications, etc. represent Joint Tech in a highly professional
- Act as point of contact with vendors to resolve technical problems with desktop computing equipment and software
- Comprehend customer requirements and make appropriate recommendations/briefings
- Assist with tasks for Joint Tech or customer projects
- Scope out equipment and software for customer projects
- Working with minimal supervision with the ability to take the initiative to improve upon existing processes, creating new
- Create service-level and other metrics-based reports
- Perform other duties as assigned
MINIMUM EDUCATION:
REQUIRED CERTIFICATIONS/LICENSURE: Failure to acquire the certification(s) by the below deadline(s) will result in termination
of employment immediately after the deadline has passed. Certification/licensure renewal deadlines must be maintained by the
individual employee:
- High School Diploma
- Associate’s Degree in Information Technology related field
- 3 Years of desktop support experience
REQUIRED CERTIFICATIONS/LICENSURE: Failure to acquire the certification(s) by the below deadline(s) will result in termination
of employment immediately after the deadline has passed. Certification/licensure renewal deadlines must be maintained by the
individual employee:
- CompTIA A+ Certification; must obtain this certification within the first 6 months of hire if not already acquired
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