Desktop Support

Job Title Desktop Support
Location Austin, TX

Duration- C2C

Job Description:-

Speaking to the candidate observe the following:

1. Candidate seems personable, has an optimistic attitude and approachable
2. Ask how proficient they are when it comes to Mac and PC from a scale from 1-10 (10 being the highest). We need someone who is at least 70% knowledgeable in both operating systems
3. Ask how they handle themselves as being a single site technician and how they stay organized. If they are capable of managing 300+ users on their own. Do they take a ton of notes they can sift through to fix issues.

Deskside Support Engineer

The Deskside Support Engineer (DSE) ensures that client employees remain productive by providing on-site support for hardware, software, applications, installations and mobile devices while ensuring a positive employee experience. They will act as the "face of IT" for the client and offer a personalized experience to the client end-user. They can build upon a positive culture at the client location and are well versed and educated advocates of improving the end-user's IT support experience. To build a quality end-user experience, the DSE partners with client management and their vendors daily.

Primary responsibilities:

End-user facing expertise in providing support for hardware and software issues within end-user computer systems (MAC 70% and PC 30%) to include desktops, laptops, printers and mobile apps

Advanced knowledge and training in configuration, installation and troubleshooting desktops (MAC and PC), laptops, printers and mobile applications

Responds to end-user product related questions for all supported hardware, software and applications

Understands and maintains/outperforms service levels established

Analyzes problems to identify problem area(s) and provide corrective action, recommending solutions to client application and account related issues

Understands working on ServiceNow ticketing tool.

Additional Knowledge & Skills:

Maintain all necessary certifications to perform required responsibilities in support of specific computer networks, hardware, software and applications being supported

A+ and Network+ Preferred at minimum

Basic knowledge of networking, Airwatch, SCCM and Cisco routers and switches

The ability to multi-task and handle ever changing priorities

Willingness to learn new skills and work outside of your comfort zone with the end-user community

Ability to manage individual tasks that may require cross departmental communication and collaboration

Minimum Requirements:

2+ years in a customer facing deskside support/end user computing role

Bachelor's Degree in Management Information Systems or Information Technology or equivalent experience required

Must have excellent communication skills, positive attitude and be engaging with end-users

Must be flexible and able to work various shifts to include weekends if needed (not expected)

Experience with MAC, Microsoft OS and Microsoft Office applications

Experience with problem solving in a support-oriented environment

Exceptional soft skills and troubleshooting skills